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Overview
As Customer Success Manager at Contego, you will oversee the performance of our Service and Scheduling team, ensuring that all services are delivered efficiently and in line with strict Key Performance Indicators (KPIs). You will work closely with the Scheduling Supervisor, who will support you in maintaining high standards of scheduling and resource allocation for our national team of pest control technicians. Your primary focus will be enhancing customer satisfaction and ensuring the team’s performance meets or exceeds our business objectives.
Main Responsibilities
* Lead and manage the Service and Scheduling team to ensure exceptional customer service delivery.
* Ensure compliance with established KPIs, including service completion times, response rates, and customer satisfaction scores.
* Work in collaboration with the Scheduling Supervisor to manage the allocation of resources, ensuring timely and efficient service delivery across all regions.
* Proactively monitor customer feedback and implement improvement initiatives to enhance the overall client experience.
* Address and resolve client concerns or complaints in a timely and satisfactory manner.
* Analyse team performance data to identify trends, make informed decisions, and implement corrective actions where necessary.
* Prepare and present regular reports on performance metrics and customer satisfaction levels to senior management.
* Lead team development initiatives, providing coaching, training, and support to ensure continuous improvement.
* Collaborate with cross-functional teams including Operations, Sales, and Technical to maintain alignment on service delivery goals.
Essential Criteria
* Proven experience in managing customer service or scheduling operations within a service-based industry.
* Strong leadership skills with the ability to motivate and develop a team.
* Excellent problem-solving abilities and experience in handling customer complaints and resolutions.
* A results-driven approach, with proven experience managing and improving KPIs.
* Excellent communication and interpersonal skills, with a customer-first mentality.
* Ability to work well under pressure in a fast-paced environment.
* Proficiency in scheduling software and CRM systems, with a strong understanding of IT tools (Microsoft Office Suite).
* Strong organisational and time management skills, with the ability to prioritise tasks effectively.
Person Specification
* A proactive leader with a passion for customer satisfaction and continuous improvement.
* Detail-oriented, with a strong analytical mindset and the ability to interpret data to drive decisions.
* Able to manage multiple tasks, set priorities, and ensure deadlines are met without compromising on quality.
* A collaborative team player who can work effectively with colleagues across various departments.
* Strong ethical standards, with a commitment to maintaining the company’s values and high level of service delivery.
Enthusiastic and adaptable to change, with a focus on personal and team growth.
Benefits
* Competitive salary.
* Continuous professional development and training opportunities.
* A supportive working environment with opportunities for career progression.
* Access to company systems and resources to aid in achieving performance goals.
* Company pension scheme and additional employee benefits.
Job Stability
Contego is a well-established national pest control provider with a growing client base. The role of Customer Success Manager offers long-term job stability, with opportunities to grow as the company continues to expand. You will be a key part of the leadership team, directly contributing to Contego's success by ensuring we maintain excellent customer service.
Experience
* Minimum of 3-5 years’ experience in a customer service management or scheduling operations role.
* Experience in managing a team to meet performance goals and KPIs.
* Strong background in service delivery, ideally within pest control, facilities management, or a related field (desirable but not essential).
* Proven experience with customer-facing roles and resolving high-level service issues.
Job Type: Full-time
Pay: £30,000.00 per year
Experience:
* Customer Service: 1 year (preferred)
Work Location: In person
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