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Customer Services Manager

Posted 9 March by Forward Thinking Recruitment Limited Easy Apply Ended

CUSTOMER SERVICE MANAGER

FWD Thinking are working with a well-known restaurant brand based in the centre of Bristol. The Customer Service Manager position is a new role within this business, its key objective is to manage all customer review and complaints systems, the mystery diner programme, as well as the daily overflow of reservation calls to the restaurants. The Customer Service Manager is responsible for ensuring the efficient and smooth running of the Customer Service team to increase customer satisfaction, loyalty and retention and to meet customer expectations with the support of two Customer Service Representatives.

Key Roles & Responsibilities:

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Manage all customer complaint and review systems via Sprinklr, Market Force, Trip Advisor and FB
  • Set a clear mission for Customer Service and deploy strategies to deliver
  • Develop service procedures, policies and standards for this new department
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports to the Board
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities
  • Recruit, mentor and develop the Customer Service team to achieve excellence

Requirements:

  • Degree in Business Administration or related field
  • A minimum of 8 years' experience in a mid/senior Customer Service role
  • Customer service orientation
  • Excellent knowledge of management methods and technique
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry's latest technology trends and applications
  • Advanced troubleshooting and multi-tasking skills
  • Excellent communication & teamwork skills
  • Critical thinker and an analytical problem solver

If you feel that you match the above requirement please get in touch with Lauren Prince for more information.

Required skills

  • customer services manager / sales

Reference: 34645786

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