* Up to £35,000 per annum, dependent on experience
* 25 Days Holiday + Bank Holidays
* On Site Parking
* Employee Wellness Platform
* Bike to Work Scheme
KEY RESPONSIBILITIES
* Supporting and motivating the customer service/support team and promoting a culture of strong team performance.
* Agreeing, monitoring, and achieving internal customer service level agreements (SLA’s), targets and KPI’s.
* Developing and upskilling the existing team by providing them with training in negotiation, complaint and objection handling, and other key customer service areas.
* Handling escalated/long-standing customer complaints or any major incidents, such as security issues.
* Delivering a proactive service to our client’s customers, leading to strong customer relations and increased retention/upselling/cross -selling rates.
* Monitoring and analysing the customer service statistics and reporting on these to senior management.
* Managing and delivering improvement initiatives and best practice techniques through various stages of the customer journey, including procedures, policies, and standards; tracking and reporting benefits of delivered projects.
* Prioritising, implementing, and championing improvements in customer service within your team and across the wider business.
* Managing ongoing relationships with external third-party suppliers and engineers
* Conducting appraisals and regular staff 1-2-1’s, with the assistance of the HR Manager.
* Maintaining accurate records of discussions or correspondence with customers on internal CRM systems.
* Gaining a thorough understanding of our client’s products and services.
SKILLS & EXPERIENCE
* A real passion, understanding and commitment for creating an exceptional customer experience.
* A strong leader with the ability to develop and motivate a customer service team, taking them through the journey of what makes great customer service/experience.
* Excellent interpersonal skills with the ability to influence and guide a range of stakeholders and colleagues.
* Highly resilient with strong organisational and time management skills; self-motivated to deliver to the highest standards.
* Looking for continuous improvement, able to give and receive feedback in an honest and open manner.
* Are technically savvy and can analyse/interpret data effectively to gain valuable insight into customer experience.
* Will invest in continuously developing their knowledge of the customer service industry through relevant blogs, webinars, and industry-related workshops, thereafter, implementing this into the workplace.
OUR CLIENT
Our client is an established provider of effective market leading technology systems for their industry sector. Customer support and technical innovation is at the forefront of what it does and has allowed the business to maintain an excellent reputation which has resulted in the business being voted the UK’s number one system in their marketplace. They have a fantastic working culture, one which inspires growth and personal development, and this really is evident across the business.
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