Customer Service Manager

Description

We are currently working on behalf of a leading manufacturer and distributor who are seeking to recruit an experienced Customer Service Manager. This is a fantastic opportunity to develop your career with a market leading employer that promotes from within and allows employees to reach for and realise their potential.

Duties & Responsibilities:

Managing the Customer Service department staff: communicating job expectations, undertaking performance reviews, dealing with daily ad hoc issues and queries. Overseeing the daily workflow and priorities Ongoing training and mentoring of Supervisor, Team leaders and Customer Service team allowing them to grow in their roles and to learn new skills.0 Ensuring all recruitment is carried out in accordance with company procedure. Addressing any staff discipline or grievance issues. Making sure all members of the team communicate courteously and within agreed timescales, via telephone, email, and live chat, audit for quality and consistency and provide training where needed. Hold weekly meetings with Supervisor and Team leaders and ensure clear business communication to the wider team. Improving customer service experience, engaging customers, conducting surveys, and studying and evaluating the results to create customer satisfaction targets. Creating and monitoring effective customer service processes and standards for best practice. Implementing productivity and quality targets and work with the team to ensure consistency. Analysing statistics and creating detailed reports for the management team and identify areas of improvement. Investigating and solving customer issues passed on by the customer service team, managing the complaints process and look for improvements to avoid escalation. Keeping up to date with the latest tools and trends in the industry and make recommendations for investment.

Skills & Experience Required:

A proven track record of successfully managing, motivating, and supporting a busy Customer Service or Operations team Strong relationship management skills, including customer-facing and interaction skills, with high-level of customer orientation and strong influencing skills Excellent communication skills, written and verbal Outstanding people and interpersonal skills, with the ability to build effective relationships at all levels Enthusiastic and positive with a can-do hands-on attitude.

Ad ID: 5417345724