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We are currently recruiting for a manufacturing and retail business dedicated to bringing the best user experience to their customers through innovation, service and technology. Their customers are at the heart of everything they do, and they don't settle for anything less than excellence.
Due to growth plans they are looking to bring in an experienced Customer Service Manager to lead their small, but growing Customer Service and Retentions team.
The successful candidate will be responsible for overseeing daily operations, ensuring high levels of customer satisfaction, and driving performance within the team. This role requires excellent leadership, communication, and problem-solving skills, with a strong focus on achieving both individual and team targets.
Key Responsibilities:
- Lead, coach, and mentor a team of customer service representatives to ensure high performance.
- Monitor team performance, providing regular feedback, conducting performance evaluations, and identifying areas for improvement.
- Address and resolve any escalated customer issues, providing guidance and support to the team.
- Set and track key performance indicators (KPIs) for the team, ensuring targets are met or exceeded.
- Analyse performance data to identify trends, areas for improvement, and training needs.
- Conduct regular team meetings to discuss performance, share updates, and foster a positive team culture.
- Ensure the delivery of exceptional customer service by maintaining high standards of quality in every customer interaction.
- Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
- Handle complex customer inquiries and complaints, providing timely and effective resolutions.
- Identify training needs and coordinate ongoing training and development for team members.
- Implement procedures and processes to enhance the efficiency and effectiveness of the team.
- Maintain accurate records of team performance, attendance, and other administrative tasks.
Requirements:
- Proven experience in a call centre environment in a Customer Service role.
- Strong understanding of customer service principles and practices.
- Excellent communication, interpersonal, and leadership skills.
- Ability to work in a fast-paced environment, handling multiple tasks and priorities effectively.
- Strong problem-solving skills, with the ability to think strategically and make decisions under pressure.
- A customer-focused mindset with a passion for delivering exceptional service.
Benefits:
- Competitive salary
- 28 days holiday (not inc. Bank holidays)
- Pension scheme
- On site parking
