Customer Service Manager

Customer Service Manager

We are working with a large and well-established organisation on the lookout for Customer Service Manager. This is an incredible opportunity to join a great company where you can lead and mentor a competent and thriving team.

This is a role for a result’s driven and customer focussed individual who is comfortable leading by example and possesses analytical abilities. Capable of establishing account relationships and gaining a deep understanding of the company’s products and services.

Key Responsibilities:

• Support customer service team in achieving /?exceeding growth. Drive and shape development and understand opportunities and threats to grow the business
• Develop and analyse service & sales reports presenting findings to Head of Sales
• Establish account relationships and develop an account management strategy to ensure this customer base is supported and maintained
• Build strong relationships with customers to ensure repeat business
• Attend regular Waste Services meetings to work in partnership with colleagues to create cost effective operational solutions to commercial offerings/?sales
• Monitor, focus and record figures on customer retention and reasons for cancellation
• Understand customer requirements and find suitable solutions to meet those needs
• Direct interface with clients to assist with the resolution of customer concerns
• Resolves issues with contracts and commercial operations
• Coaches employees on best practices for managing contract issues and handling daily issues and tasks
• Assesses risks and makes recommendations based on a thorough analysis of all factors involved in a business situation
• Collate and improve database of information regarding contacts/?sales etc
• Regularly benchmark competitors to assess our competitiveness within the market
• Engage in and evaluate customer feedback to ensure service meets/?exceeds expectations
• Assist with the marketing strategy for the department and any planned marketing campaigns. Assist customers in achieving their waste management goals and endorse for industry rewards where applicable
• Represent the company at relevant trade /?industry events
• Prepare and produce presentations to promote the company’s services
• Ensure that detailed and accurate information if provided to the transport team including any specific customer demands and any potential hazards
• Any other duties as requested by the Head of Sales or SMT

Key Requirements:

• Educated to GCSE or NVQ standard with high grades in English and Maths
• Full driving license
• At least 3 years’ experience within a similar role ideally within the waste or construction sector but not essential
• Excellent local geographical knowledge
• Strong people management skills with the ability to motivate and act upon any issues in a timely manner
• Ability to take initiative and anticipate needs
• A talented and concise communicator in writing and in person
• Strong IT skills and a knowledge of Office 365 suite (Word, PowerPoint, Excel, SharePoint and Teams) as a minimum
• Strong financial/?commercial acumen
• Professional and effective relationship-building skills
• A high level of accuracy and attention to detail in all aspects of the role but with particular attention to H&S and any other regulatory compliance
• Ability to work well within a diverse business and use your own initiative

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.