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Customer Service Manager

Posted 27 February by ARJO Ended

Customer Service Manager

Position: Customer Service Manager
Location: Houghton Regis, Bedfordshire
Job type: Permanent, Full time
Shift Pattern: 35 hours per week, Monday - Friday 9am - 5pm
Salary: Competitive

ROLE:

A global medical devices company have an exciting opportunity for a Customer Service Manager to join the business and work within our busy contact centre.

Your main duty is to lead a team of Customer Service Team Managers to deliver service excellence through their Advisors. You will maintain a professional environment for the Customer Service team to thrive and to solve problems and increase customer satisfaction, leading to an increase in rentals and sales.

RESPONSIBILITIES:

  • Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality

  • Implements effective processes for customer service representatives to interact with customers via telephone, email, and other direct channels

  • Provides training on handling of sensitive customer service requests and queries

  • Monitors and reviews processes for ways to make procedures more time and cost-effective

  • Makes regular reports to upper management about department milestones and progress

  • Holds regular meetings with department staff to discuss expectations and hear team concerns

  • Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes

  • Coordinates with sales department to incorporate plans to increase customer satisfaction

  • Manages issues with the staff through assessment and subsequent corrective action protocol

  • Ensures work environment is compliant with GDPR regulations

  • Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure

  • Liaises with upper management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department

  • Assisting in Project Management

ESSENTIAL SKILLS / EXPERIENCE:

  • A background in Customer Service is essential

  • Must have experience of Leadership/Management

  • Minimum of two years working within a Contact Centre environment

  • Ability to support/assist in projects

  • Excellent attention to detail and accurate record keeping

  • Good communication skills

  • Critical thinker

  • Problem solver

  • Analytical skills

  • Computer literate on Microsoft packages with Advanced Excel

DESIRABLE SKILLS/EXPERIENCE:

  • Understanding of Health and Safety laws

  • Knowledge of HR policies and procedures

  • Knowledge of SAP and Salesforce

ABOUT US:

We are a global medical devices company with operations in over 100 countries. Our product portfolio encompasses specialist medical beds, mattresses, hoists, and DVT prevention equipment. We believe in ensuring the comfort and dignity of patients and residents and providing a safe working environment for caregivers and nurses.

In everything we do - we do it with people in mind.

A career with us gives you plenty of professional challenges. You will become part of an international company with a strong corporate culture and with ambitious plans for continued growth.

Please be aware that by applying for this role, you are giving Arjo permission to store your information.

Required skills

  • Contact Centre
  • Customer Service
  • Management
  • Project Management

Reference: 34564925

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