Customer Service Manager

Customer Service Manager

Location: Chelmsford

Hours: Monday - Friday 8am - 5:30pm

Salary: 30 - 35k (depending on experience)

Benefits: Company events, a company pension scheme, on-site parking, and the opportunity to earn bonuses.

Are you a motivated and organised individual with a passion for delivering exceptional customer service? We have an exciting opportunity for you to join a friendly team as a Customer Service Manager. Our client is seeking someone like you to oversee their customer service operations and drive continuous improvement.

As the Customer Service Manager, you will be responsible for leading and managing a team of customer service representatives. Your main goal will be to ensure that customer expectations are met and exceeded, fostering repeat business and customer satisfaction. You will set performance goals, conduct evaluations, and promote a positive team culture to deliver consistent, high-quality service.

Key Responsibilities:

• Lead and manage a team of customer service representatives, coordinating efforts to deliver exceptional service.
• Address and resolve client inquiries and issues promptly, liaising with internal teams for efficient issue resolution.
• Work closely with the Transport Team Lead and Operations Manager to ensure that customer service meets expectations.
• Conduct "Service Quality Index" calls weekly to gauge customer satisfaction and obtain valuable feedback.
• Manage and maintain customer review channels such as Trustpilot, Google, and Facebook.
• Provide weekly reports on call activity, team performance, SQi data, customer reviews, and more.
• Develop and coach team members, implementing performance management when required.
• Manage staff rotas to ensure adequate coverage and resource allocation.
• Support the recruitment of new customer service team members.

Requirements:

• Proven experience in managing a customer service team and building strong interpersonal relationships.
• Proficient in using MS Excel, Word, and Outlook.
• Strong organisational and administrative skills with the ability to work independently and as part of a team.
• Excellent communication and interpersonal skills.
• Ability to produce and interpret performance and management reports.

If you are ready to take on this exciting challenge and contribute to a customer-centric organisation, apply now! Don't miss out on this opportunity to make a difference in a company that values your skills and appreciates your dedication. Join our client's team and be part of their commitment to excellence in customer service.

Please note that driving is required for this role, and it is a full-time and permanent position, with working hours from Monday to Friday.

Apply now to kick-start your career as a Customer Service Manager!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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