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Customer Services Manager

Customer Services Manager

Posted 9 April by CJ EMPLOYMENT SOLUTIONS LIMITED Easy Apply Ended

Our leading client are looking for a Customer Services Manager to lead and motivate their experienced customer-facing team who are constantly challenged to resolve issues, complaints or concerns in a professional and timely manner. Working in a fast-paced company, where their customer service and our reputation is a key to their success, you will need to have a proven track record in working in a similar role, as well as having excellent written and verbal communication and interpersonal skills. Due to the nature of the business, there will be varied challenges to solve and you should be able to use your powers of persuasion and your innovative thinking to deliver a first-class service and improve the customer experience.

In this role, you will…

  • Direct and manage the day to day running of the customer services team
  • Develop and implement customer service policies and procedures
  • Implement, communicate and oversee the achievement and maintenance of agreed customer service levels and standards
  • Plan, prioritise and delegate work tasks to ensure smooth running of the department
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Manage the customer complaint process via email, phone and social media channels
  • Track the customer complaint resolution as well as looking for trends to allow for prevention of customer complaints
  • Handle complex and escalated customer service issues
  • Analyse relevant data to determine customer service outputs
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Co-ordinate and manage customer service projects and initiatives
  • Evaluate and performance manage staff, to ensure a happy, motivated and dedicated team
  • Identify areas for improvement and introduce innovative ways to further improve our service levels

We are looking for a talented individual to join the team with the passion and capability to deliver customer service to the very highest standards.

You will have:

  • Previous experience of leading a successful team
  • Previous experience of working in a busy Contact Centre (min 3 years)
  • Excellent written and verbal communication skills, as well as a high standard of English (verbal and grammar)
  • The ability to work well under pressure and be able to prioritise tasks and manage and meet deadlines effectively in a fast-paced environment
  • Excellent decision-making and persuasion skills
  • Flexibility and be able to adapt to challenging situations
  • The ability to forecast and identify trends
  • Experience of working both as a team player and with the ability to work autonomously
  • Comfortable collaborating with multiple departments and key decision makers
  • Ability to think outside of the box to find solutions
  • Proficient with Microsoft Office software (PowerPoint, Excel and Word)

The reward

  • Salary: £25,000 - £35,000
  • Bonus: Up to 10% of your salary
  • Healthcare: BUPA (on completion of probation)
  • Pension: Company and personal contribution
  • Holiday: 23 days holiday a year
  • Gym: Subsidised gym membership

Reference: 34860455

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