Details
Customer Services Manager
Wakefield
Competitive Salary & Excellent Benefits
My client has created a new position of Customer Services Manager which will support the Head of Sales & Customer Services. Your role will be to facilitate the smooth running of the customer service department and to provide efficient service for customers and colleagues. The team is split into four key areas; inbound sales, key accounts, outbound sales and reception.
This will involve producing reports for customers, reports for campaigns for the outbound team, and implementing and documenting new and existing procedures for the customer service department.
A crucial element of the role is to motivate and ensure teamwork and morale is given high priority.
Main duties/responsibilities:
* Report on a day-to-day basis to the Head of Sales & Customer services.
* Manage and ensure the smooth running of the substantial customer service and reception team:
o Maintain staff rotas and ensure adequate cover for inbound calls (Reception and customer services) and sales emails (personally assisting at times as required e.g. lunch times and busy periods including holidays/absence).
o Manage and monitor team holidays and absences, completing back-to-back to work interviews following any staff absence.
o Record and analyse staff performance including telephone calls/times.
o Monitor/assist with the day-to-day team requirements; stock adjustments, returns, released stopped orders etc.
o Accurately record and improve service level performance including reporting on the non-conformance portal.
o Listen to calls and provide 1-2-1 training feedback and assistance.
* Have oversight of detailed customer reporting ensuring the daily, weekly and monthly reports for customers are created.
* Ensure accurate information is recorded and updated in X3 and Infor CRM databases correctly by the team.
* Ensure stewardship regulations are being adhered to and certificates checks are implemented and accurately recorded.
* Have oversight of the company's carrier invoices, returns and non-conformances.
* Liaise with purchasing and warehouse to facilitate the smooth running of the customers' orders from placing order to delivery.
* Document procedures and ensure they are followed.
* Produce and present at the monthly management meetings and the quarterly sales meetings on the performance of the customer service department.
Qualifications/Skills required
* Management experience of over 10+ people both inbound and outbound.
* Experience of Sage and contact management systems.
* Good communication skills both verbal and written.
* Ability to work on own initiative.
* A driving licence is essential.
This vacancy is being advertised on behalf of Bagnall Hopkins Recruitment who is operating as an employment agency/business. Your application will be sent to one of our consultants for review, at which stage we will be in touch to discuss your details further. If you do not hear from us within 48 hours your application has not been successful.
We will not submit your CV until you have been briefed on the position and we have your consent to do so.
Both Bagnall Hopkins and our clients promote a policy of equal opportunities.
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