Location: Stevenage - Some travel to Cambridge and Harlow from time to time
?Salary:£Competitive DOE + Excellent Benefit
Working hours:8am-5pm, Monday - Friday
Role overview:
The purposes of the Customer Service Manager is to build a strong relationship with customers and stakeholders, to drive a customer centric organisation harnessing Customer feedback, identifying opportunities and making changes for improvement.
You will lead the Customer Service and Administration team, to ensure delivery and service levels are of the highest standard.
Oversee daily client requests and escalations.
Key duties and responsibilities:
1. Create strategic goals to focus on improving customer satisfaction and increasing performance.
2. Undertake management monitoring exercises for Customer Service Request and document positive and negative findings.
3. Drive customer feedback response rates and action any required improvements resulting from general feedback, compliments, or complaints, with the aim of improving Customer satisfaction and supporting the Customers 'Listening Channel System’.
4. Ensure timely response to work orders raised, as per the KPI’s.
5. Attend all relevant meetings, and complete actions as required
6. Engage and collaborate with stakeholders on operational matters.
7. Support a...