Customer Service Manager

We are currently working on behalf of a leading manufacturer and distributor who are seeking to recruit an experienced Customer Service Manager. This is a great opportunity to work within a forward-thinking business who truly value their employees.

The Customer Service Manager will provide excellent customer service and will promote this throughout the team and business. They will oversee all daily operations of the Customer Service department, leading the team of 10+ learn, improve, and adapt to successfully achieve company standards.

The successful applicant will be responsible for running an efficient department with high standards whilst managing costs against budget and producing monthly reports for the Senior Management Team.

Duties & Responsibilities:

• Ensure all recruitment is carried out in accordance with company procedure.
• Ongoing training and mentoring of Supervisor, Team leaders and Customer Service team allowing them to grow in their roles and to learn new skills.
• Manage Customer Service department staff: communicating job expectations, undertaking performance reviews, dealing with daily adhoc issues and queries.
• Address any staff discipline or grievance issues.
• Motivate the team and lead by example.
• Oversee the daily workflow and priorities.
• Make sure all members of the team communicate courteously and within agreed timescales, via telephone, email, and live chat, audit for quality and consistency and provide training where needed.
• Hold weekly meetings with Supervisor and Team leaders and ensure clear business communication to the wider team.
• Improving customer service experience, engaging customers, conducting surveys, and studying and evaluating the results to create customer satisfaction targets.
• Create and monitor effective customer service processes and standards for best practice.
• Implement productivity and quality targets and work with the team to ensure consistency.
• Analyse statistics and create detailed reports for the management team and identify areas of improvement.
• Investigate and solve customer issues passed on by the customer service team, manage the complaints process and look for improvements to avoid escalation.
• Keep up to date with the latest tools and trends in the industry and make recommendations for investment.

Skills & Experience:

• Excellent leadership skills.
• Experience in managing and leading a Customer Service team.
• Microsoft Office proficient.
• Strong communication skills (verbal and written).
• Ability to handle and prioritise a challenging workload.
• Excellent organisation and time management skills.
• Strategic mindset.
• Attention to detail and the ability to multitask.

For further detail on this and other roles please make sure you visit our website now or call our team to discuss career opportunities available.