Customer Service Manager

Description

A fantastic opportunity for a Customer Service Manager to join a progressive, innovative company with 25 years’ industry leading experience. As a member of a high performing Operations team, the Customer Service Manager will be leading the Customer Service team to ensure they deliver exceptional customer service to meet organisational and operational objectives.

Based within exceptional, modern offices, the Customer Service Manager will be rewarded with 23 days’ holiday, increasing with service to 30 days; quarterly staff awards and long service rewards; company events; free onsite parking; a healthcare cashback scheme; life assurance; and genuine career opportunities.

Hours of work are Monday to Friday, between 8am and 6pm. Hybrid working is available following the training period.

The Customer Service Manager will be responsible for the team’s delivery within the agreed service levels and liaising with internal and external customers. You will manage the effectiveness of the service to deliver a robust and efficient service. The Customer Service Manager will also work with relevant Managers and

the Operations Manager to ensure the overall department aims and objectives are met and exceeded.

Specific Tasks

* Liaise with internal and external partners/customers to ensure customer service issues are identified and addressed

* Develop and implement customer service policies and procedures

* Define and communicate customer service standards

* Oversee the achievement and maintenance of agreed customer service levels and standards

* Direct the daily operations of the customer services/customer relations team

* Identify and implement ways to improve quality of service and productivity

* Co-ordinate and manage customer service projects and initiatives

* Performance management – monitor and track individual employee performance

* Identify and address staff training and coaching needs

* Produce weekly/monthly MI for the business, detailing trends, submitted within SLA to Operations Manager

* Report customer excellence to the business, to include satisfaction surveys and positive feedback

* Improving standards, procedures and training manuals

Knowledge and skills

* Knows how to lead and develop a high-performing office-based customer service function aligned with operational goals

* Understands the key principles of customer experience management, including service metrics, feedback channels and complaint resolution

* Has knowledge of policy and procedure creation, implementation and auditing for service consistency

* Knows how to generate and interpret management information to support decision making, trend analysis and service optimisation

* Defines, communicates and maintains customer service standards across the team

* Manages day-to-day service delivery operations, ensuring high levels of customer satisfaction and operational efficiency

* Develops and delivers coaching programmes for team leaders and service advisors

* Analyses customer feedback and MI to identify trends, opportunities and service risks

* Leads customer service initiatives and cross-functional projects to improve overall experience

* Handles escalated issues and ensures effective complaint resolution and learning

* Collaborates with other departments to align service practices and resolve inter-team challenges

* Applies structured problem-solving skills and fosters a culture of continuous improvement

KEYWORDS: Manager, customer service, customer relations, customer experience, SLA, KPI

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy

Ad ID: 5416906414