Customer Service Manager (R-16639)

About the role

The Customer Service Team Leader role is the primary point of responsibility and accountability for all the Customer Service Teams and ensuring we are servicing our customers in the fastest and most efficient way possible. You will lead, develop and support the team members to drive a high-performance culture. You will act as an expert in complex customer queries to ensure we do the right things for our customers and for Dun & Bradstreet. 

• Honour the Client:
• Resolve complex queries promptly
• Advocate for the customer within the business
• Maintain strong relationships with internal teams and Sister Offices
• Communicate critical situations to the team quickly
• Handle customer cases within the team as needed

• Lead, Develop, and Support Our People:
• Manage scheduling, resources, and capacity planning for the team
• Monitor team progress against metrics and ensure SLA achievement
• Track CSAT performance and proactively engage with customers to resolve issues
• Maintain and update the Skills Matrix for training and cross-skilling
• Conduct regular check-ins, performance reviews, and onboarding for new starters

• Create New Insights:
• Review performance data regularly to identify improvement areas
• Provide feedback to teams to drive operational improvements and efficiencies

• Protect the Franchise:
• Manage Statutory Credit Files within regulatory deadlines
• Support Subject Access Requests and complaints as needed

• Ensure compliance with regulatory and compliance metrics

• Well developed communication and interpersonal skills including active listening, probing, ability to build empathy, situational awareness and adaptation, problem solving and a team based orientation
• Remote Contact Center and CRM experience
• PC literate and working knowledge of Microsoft suite

• Proficiency in both written and verbal English is mandatory
• Ability to multitask and thrive in a fast paced teaming environment
• Strong working knowledge of D&B products, D&B systems, Reporting and Scoring models
• A detail and process mindset and the ability to work in an environment of ambiguity
• Ability to have analytical skills and deal with complex issues and ambiguities
• Experience of conflict resolution/complaint handling
• Experience of leading by example, driving a high performance culture and continual improvement
• Experience of leading a team and management of metrics
• Knowledge of compliance and regulatory frameworks including FCA, ISO, GDPR and CRA