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Customer Service Hub Manager
2 months ago
Key Responsibilities:
- Drive revenue growth by optimizing debt recovery processes.
- Lead high-performing teams to achieve operational excellence.
- Improve customer experience through process enhancements.
About Davidson: As a leading employer, Davidson delivers essential services to a large customer base, with a strong focus on operational performance and customer satisfaction. Our organization is committed to achieving excellence in all aspects of our business, and we are seeking a talented leader to join our team.
Role Overview: Reporting to the Head of Customer Services, the Customer Service Hub Manager will oversee daily service delivery, ensuring high standards are met and managing escalated customer needs. This role is critical for driving revenue growth and will be responsible for leading teams, managing customer service projects, preparing performance reports, and maintaining contact centre operations. As a seasoned leader, you will provide clear direction, guidance, and supervision to the team, participate in policy development, and drive alignment between teams and process improvement.
Qualifications: To be considered for this role, you are a proven leader with experience in overseeing large, high-performing teams across multiple locations, while exhibiting excellent verbal, written, and interpersonal skills. A professional and empathetic approach to customers is essential, as is the ability to develop and maintain strong relationships, influence outcomes, and drive business growth. Proficiency in MS Office, corporate systems, and customer billing systems, along with advanced problem-solving abilities, is required. You have a keen eye for detail, knowledge of debt recovery best practices, and experience in leading organizational and cultural change. A diploma or degree in Business Administration, Leadership and Management, or a similar field, or equivalent competency is desirable.
