Customer Service Manager

Posted 7 February by Time Recruitment
Customer Service Manager

Wirral - Salary to £30,000 plus excellent benefits package

Do you have a passion for Customer Experience?
Are you looking for an exciting new challenge in a growing and innovative business?
This could be the role for you.

We are currently supporting our established client on the Wirral with the recruitment of a Customer Service Manager to review and improve the Customer experience within the contact centre operation.

The role manages a small team who are heavily involved with reviewing the performance of the customer service function, managing continuous improvement, the complaints procedure and supporting the strategic development of the function.

Key Responsibilities
 Day to day leadership of the customer service team.
 Coach and motivate the team in order that service delivery performance is achieved.
 Ensure that quality is measured and included in team performance monitoring, coaching and reporting.
 Work with the performance team to develop accurate customer service reporting, identifying trends of poor supplier or operational performance.
 Work with Head of Operations to ensure the customer service issues are correctly identified, reported to the CS team, resolved and reported on.
 Be the first point of contact for customer escalation, to own the escalation process ensuring the customer complaint is closed to the customer's satisfaction.
 Support the team in investigation and resolution of complaints and escalations.
 Identify the customer service team training needs.
 Continually review and improve first time resolution of customer complaints regardless of complaint communication method.
 To ensure that targets are achieved in line with customer complaint resolution.
 Own the customer service process and implement continuous improvement across the business and develop a defined approach to complaints, process policy and work instructions related to customer service.
 To fully understand our customers and their requirements.
 To ensure all communications to key internal stakeholders, around customer complaints and issued are provided in clear and timely manner.
 To develop trust and manage relationships with all business areas, as to ensure the full and comprehensive understanding of customer complaint process, points of contact and escalation.
 To analyse statistics and other data to determine the level of customer service the company is providing and to provide improvements as and where required.

This role would suit an experienced Customer Service Manager who is looking for the next role in their career. This role will enable them to take control of the CS function and own the process. This is an excellent opportunity for growth and development in an organisation on an upward curve.

If the role is of interest please apply through the website or contact Stewart Pearson at Time Recruitment for a confidential conversation.

Required skills

  • "Customer service" or "customer experience" or "CS" or "customer service advisor"

Reference: 34414687

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