Customer Service Manager
Stockport, Greater Manchester
About the Role
CB Staffing Group are seeking a dynamic and experienced Customer Service Manager to lead our Clients customer service team in Stockport. In this pivotal role, you will oversee all aspects of customer service, ensuring exceptional customer experiences across various channels, with a strong focus on social media platforms.
Key Responsibilities
Customer Service Leadership:
* Manage and motivate a team of customer service representatives to deliver outstanding service.
* Develop and implement effective customer service strategies and policies.
* Monitor and analyse customer feedback to identify areas for improvement.
* Resolve complex customer issues and complaints in a timely and professional manner.
Social Media Management:
* Monitor social media channels for customer inquiries, comments, and feedback.
* Respond promptly and professionally to all social media interactions.
* Manage online reputation by addressing negative feedback and promoting positive experiences.
* Utilise social media analytics to track performance and identify opportunities for improvement.
Team Management:
* Recruit, hire, and train customer service representatives.
* Provide ongoing coaching and development to team members.
* Set clear performance expectations and monitor team performance.
* Foster a positive and collaborative team culture.
Qualificatio...