Customer Service Manager

Description

Having secured a number of large contracts, and established their reputation in the industry, our client is a chartered surveying practice specialising in sustainable construction and retrofit. They are looking for a highly motivated, and organised Customer Service Manager to lead the customer service team, who are responsible for appointment scheduling operations.

What’s in it for you / benefits:

• £28,000 - £35,000 per annum

• Quarterly bonus and benefits package for hitting targets

• 8:30am – 5:30pm Monday – Friday, great hours

• Immediate start

• Growing, vibrant, independent company

• Opportunity to manage and shape dynamic team

Role overview:

Reporting to the Directors, the Customer Service Manager will oversee the customer service team (managing 4-8 staff) and ensuring efficient, streamlined scheduling processes. The primary function is coordinating appointments for building surveyors to visit customers’ homes. A strong understanding of UK geography and postcode areas is essential to optimise appointment logistics.

Key responsibilities:

• Appointment Scheduling: Coordinate and manage the scheduling of surveyor appointments at customers' homes, ensuring optimal timing and clear communication with both customers and surveyors.

• Customer Interaction: Handle customer inquiries, resolve issues, and provide clear, professional communication via phone, email, or other channels to ensure a seamless scheduling experience.

• Team Management: Lead, train, and motivate a team of customer service representatives to deliver high-quality service and meet performance targets.

• Process Optimisation: Develop and implement efficient scheduling procedures to maximise surveyor productivity and customer satisfaction while minimising conflicts or delays.

• Data Management: Maintain accurate records of appointments, customer interactions, and surveyor availability using CRM and scheduling software.

• Issue Resolution: Address and resolve scheduling conflicts, customer complaints, or surveyor delays promptly and professionally.

• Collaboration: Work closely with surveyors, management, and other departments to ensure smooth operations and alignment with company goals.

• Performance Monitoring: Track and report key performance metrics, including appointment completion rates, customer satisfaction scores, and team productivity.

• Policy Adherence: Ensure all customer interactions and scheduling practices comply with company policies, industry standards, and data protection regulations.

• Travel: Minimal, but may include occasional visits to client locations or training sessions.

Skills and experience:

• Experience: Minimum of 5 years in customer service, with at least 2 years in a supervisory or management role. Experience in scheduling or logistics is highly preferred.

• Exceptional organisational, communicational and time-management skills.

• Proficiency in CRM software, scheduling tools, and Microsoft Office Suite.

• Ability to handle high-pressure situations and resolve conflicts effectively.

• Leadership & Managerial skills with a focus on team motivation and development.

• A passion for delivering excellent customer service to clients, customers and colleagues

How to Apply

If you are passionate about customer service and sustainable construction we’d love to hear from you! Please click apply or give us a call.

Proactive Staff are an equal opportunities Recruitment Business advertising on behalf of our client.

Skills:

Appointment Scheduling

Team Management

Process Optimisation

Data Management

Issue Resolution

Performance Monitoring

Qualifications:

Management Experience

Customer Service Experience

Keywords:

Scheduling

Management

Administration

Policy Adherence

Leadership

Ad ID: 5416986915