Customer Service Manager

Posted 6 days ago by Page Personnel Finance

The main duties of the Customer Service Manager are to manage the people and processes for the customer service team, delivering on KPI's and overall targets.

Client Details

Our client is a leading manufacturer.

Description

The Key responsibilities of the Customer Service Manager are to;

  • Take ownership of the "customer experience"
  • To promote a continuous improvement culture within the team and optimising processes and performance
  • Ensure all team members actively seek to resolve problems and issues in a timely and efficient way; fostering a culture of ownership and first contact resolution within the team
  • Deliver agreed KPI's
  • Coach and develop your team
  • Ensure the effective and efficient handling of all enquiries from customers, across telephone and electronic channels
  • Effectively deal with escalated customer contact and complaints, interacting with customers directly
  • Analyse complaints and report on complaint drivers and proactively look for areas to improve policies and processes, that are negatively impacting customer experience
  • Build relationships with our carriers and internal stakeholders. Proactive in resolving issues that impede customer experience. Ensure strong flow of information between departments
  • Benchmarking within the industry - knowing our competitors service offer and when they make changes

Profile

The successful Customer Service Manager will;

  • Have previous management experience within an Operational/Customer Service environment
  • Have strong analytical skills which can be used to make improvement suggestions and will have the ability to analyse, identify trends and communicate across the business
  • Have an ability to drive and deliver change
  • Be commercially minded
  • Be computer literate and proficient with MS Office and other systems
  • Be collaborative in nature and able to achieve goals through influence not force
  • Be an excellent communication and interpersonal skills with strong presentations skills

Job Offer

On offer the the successful Customer Service Manager is;

  • The chance to work with an established customer service team
  • A competitive salary

Required skills

  • Customer Service Manager

Reference: 37024700

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