Job Title: Customer Service Manager
Reports to: Operations Manager
Direct Reports: Customer Service Team
Key Contacts: Service Manager, Technical Support Engineer, Regional Sales Managers, Estimating Team, Warehouse Team
Role Purpose:
To lead the Customer Services Team to meet the needs of our customers from point of order to delivery through management of orders, deliveries and projects, championing excellent customer service and developing the skills and experience of the team.
Key Responsibilities:
* Customer service:
o To always promote and prioritise excellent customer service by aiming to meet customer expectations, identifying opportunities to exceed expectations and considering any trends.
o To identify any areas of potential conflict or concern for the customer and seek to find a resolution.
o To work closely with and support the Service Manager to resolve complex or commercially important issues and projects, ensuring that customer service and repeat customer purchase are priority.
o Identify areas (people, process, systems) for development that would enhance our offer and improve customer satisfaction.
o Coordinate the resources of the team to deliver the required day-to-day outputs for order processing, managing customer queries and resolving issues.
o Coordinate the resources of the team to deliver support to other areas of the business where required.
o To work with management to embed operational strategies aligned with the business goals.
o To assist in embedding business goals for operational efficiency and increased productivity.
o To provide Management Information to the Operations Manager to identify trends and areas of improvement.
* Knowledge sharing and development:
o To understand sector trends and customer feedback to identify areas for improvement or opportunities for development in our service.
o Leverage technology to consistently improve the client experience.
* Team development and supervision:
o Be responsible for the Customer Services team on a day-to-day basis, being the first point of contact for their escalation and support, managing resource to best meet the needs of the customer.
o Develop plans with the Customer Service Team to support their development.
o Foster a culture of continuous improvement within the customer services team.
o Pick up day-to-day duties of the Customer Services Team where additional support may be required.
Personal Specification:
* Proven experience in managing a team, preferably from a Customer Services background.
* Excellent communication and presentation skills.
* Ability to multi-task, prioritize, and manage time effectively with the ability to delegate.
* Supervising daily operations, overseeing the day-to-day activities of their team to ensure tasks are completed efficiently and effectively.
* Must be naturally inquisitive, and able to “think outside of the box” to solve problems.
* Proficient in MS Suite.
* Motivation and leadership, leading and motivating the team to achieve their best performance.
* Performance feedback, offering regular performance feedback and conducting performance reviews.
* Good organisational skills and ability to prioritise to meet business deadlines.
* Strong written and oral communication skills.
* Should be able to identify, define and improve business processes.
* Should have an analytical mindset, approaching problems by analysing data to uncover patterns, trends and insights.
* Should be data literate, having a strong understanding of data concepts and can interpret and communicate data effectively.
Job Types: Full-time, Permanent
Pay: £30,000.00-£32,000.00 per year
Additional pay:
* Bonus scheme
Benefits:
* Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Health & wellbeing programme
* Life insurance
* On-site parking
* Paid volunteer time
* Private dental insurance
* Private medical insurance
* Sick pay
* Work from home
Schedule:
* Monday to Friday
Experience:
* Organisational skills: 1 year (preferred)
* Customer service: 1 year (required)
* Team management: 1 year (required)
Work Location: In person
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