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- Lead with Empathy: Support a small, capable team, fostering a collaborative and positive environment without micromanaging.
- Manage high profile clients: Providing quotations, solutions and updates to larger clients
- Customer-Focused Approach: Ensure your team delivers exceptional service across both email and phone interactions, promoting a customer-first mindset.
- Escalation Management: Handle complex queries with professionalism and efficiency, providing solutions that exceed customer expectations.
- Team Development: Coach and develop team members, helping them refine their skills and reach their full potential.
- Stay Aligned: Keep the team focused on KPIs and objectives while continuously driving improvements in customer satisfaction.
- Drive Improvements: Implement processes to enhance efficiency, ensuring the team remains at the forefront of service excellence.
- Collaborate Across Teams: Work with stakeholders from sales, marketing, and operations to align efforts and drive success.
- Competitive salary: £35,000 - £40,000 per annum.
- Generous leave: 23 days annual leave plus bank holidays.
- Free on-site parking and an easy-to-reach location.
- Career growth: Excellent opportunities for development and progression.
- Autonomy and Influence: Shape the customer service function with a focus on innovation and improvement.
- Experience in managing small, customer-focused teams.
- A supportive and coaching leadership style that fosters autonomy.
- Strong interpersonal and communication skills, with a focus on handling escalations effectively.
- Expertise in customer service across multiple channels, particularly email and phone.
- A results-driven mindset with the ability to implement meaningful process improvements.
- A passion for customer care and a proactive approach to solving challenges.
