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Overview:
The Customer Service Manager is responsible for overseeing the customer service team and ensuring excellent client service across all interactions. This role manages client relationships, handles escalated inquiries, and drives continuous improvements in customer service processes. The Customer Service Manager collaborates with internal teams to fulfil client orders accurately and on time, ultimately ensuring a high level of customer satisfaction and loyalty.
The Position:
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- Lead the customer service team in handling client inquiries, processing orders, and providing accurate and timely information.
- Develop and implement customer service policies and procedures to ensure a consistent and high-quality service experience.
- Establish and monitor service level standards for response times, order accuracy, and issue resolution.
- Build and maintain strong relationships with key clients to understand their needs and ensure ongoing satisfaction.
- Serve as a primary point of contact for client escalations, resolving issues quickly and effectively.
- Oversee the order processing workflow, ensuring that client orders are accurately entered, tracked, and fulfilled according to schedule.
- Coordinate with production, warehousing, and logistics teams to ensure timely and accurate delivery of client orders.
- Recruit, train, and develop a team of customer service representatives, fostering a culture of professionalism and client focus.
- Set performance goals for the team and provide coaching and feedback to drive continuous improvement.
- Conduct regular team meetings to review performance metrics, discuss challenges, and align on client service priorities.
- Track and report key performance metrics, including response times, client satisfaction, and issue resolution rates.
- Prepare and present reports on customer service performance to management, highlighting trends, successes, and improvement areas.
- Identify areas for process improvement within the customer service function, developing strategies to enhance efficiency and responsiveness.
- Implement technology solutions, such as CRM systems, to streamline operations and improve service delivery.
- Foster a culture of continuous improvement, encouraging team members to contribute ideas for enhancing the client experience.
- Develop and implement strategies to measure and improve client satisfaction, including surveys and feedback programs.
- Work closely with marketing and sales teams to understand client needs and offer tailored solutions to retain and expand client relationships.
- Collaborate with sales, production, and logistics teams to ensure client requirements are clearly communicated and met.
Overview:
- Experience in customer service working in a complex organisation
- Excellent Communication Skills
Our Referral Incentive:
Due to the high amount of interest that we receive for each of our roles unfortunately we cannot respond to each application individually, therefore if you do not hear back from us you have not been shortlisted for this role. Please continue to check our website for any other roles which may be of interest.
We offer a 500 referral if you introduce someone we place - see our website for details
We regret that this client is not prepared to sponsor work permit or work permit transfer applications. Candidates must be able to prove their eligibility to work in the UK
