Customer Service Manager

Posted 26 February by Acorn Recruitment And Training Easy Apply
Our client in Caerphilly is looking for a Customer Service Manager to manage and provide leadership to the Customer Service team to ensure the company to achieve excellent levels of customer service and give customers receive a positive, professional response when contacting customers.

Key Responsibilities

* Ensure Customers receive a positive professional response when contacting our client
* Responsible for managing the operations of the customer service team.
* Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall performance of the team.
* Liaise with senior management to develop and implement customer services strategy.
* Lead, direct and control all customer service procedures and activities so that they meet the overall business objectives and protect the customer relationships and public reputation.
* Ensure work produced meets product/service standards and exceeds quality standards.
* Develop and implement customer service KPI's to assure excellence in customer service.
* Oversee the customer service budget; monitor the cost and effectiveness of activities to prioritise spending and resource allocation.
* Approve personnel activities around hiring, training/development, and evaluation of staff performance.
* Ensure that customer service staff use databases or other computerised systems to maintain accurate and up-to-date customer service records.
* To contribute to the promotion and implementation of clear equality and diversity opportunity and objectives in line with company equal opportunity policy.
* Work in a safe manner and have a proactive approach to all Health, Safety and Environmental issues.
* Flexible attitude to work additional hours to ensure deadlines are met.
* Adapt / adopt new methods of working and/or new technology the Company introduces and undergo training as the Company directs.

This is not a definitive list of all tasks and is not intended to be a total definition of the job, but an outline of duties.

Key Skills

* Ability to present to senior management on a regular basis.
* Ability to work on own initiative and drive change.
* Ability to 'make things happen' and to achieve objectives.
* Strong People skills with the ability to grow and develop team members.
* Persuasion and influencing skills - ability to present ideas and proposals effectively.
* Excellent customer service skills coupled with a can-do attitude.
* Flexible to work away from home and/or away from central offices.
* Ability to read and interpret reports.
* Good I.T. skills including SAGE, Excel, Power Point.
* Good attention to detail and accuracy at record keeping
* Excellent customer service skills coupled with a can-do attitude.
* Flexible approach to working conditions and working environment change.

Note: This Job Description is subject to any reasonable adjustment in accordance with changing and developing needs of the business.


Acorn Recruitment acts as an employment agency for permanent recruitment.

Reference: 34557012

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