Customer Service Manager

Customer Service Manager

Slough

55K + additional benefits

The role requires an exceptional Customer Services Management professional who has a real focus on developing the team. You will proactively drive the business forward by delivering / exceeding your customer's expectations as well as through a focus on continuous improvement; you will find ways of improving the service, how relationships (both internal and external) can be strengthened and how processes can be implemented to make the operation more efficient, and the customer service experience an exceptional one. Additionally, you will need to demonstrate strong analytical skills and be highly process driven. The interpretation of data, and the simplified communication of its meaning to your team will provide them with direction and goals. Using this information, you will almost act as a 'commercial advisor' to the Operations Director, to support, develop and implement longer term strategic initiatives.

Relevant work experiences for this position may include prior supervisory roles, where leadership and team management skills can be practiced, as well as direct customer services roles that provide insights into customer needs and expectations. Additional experience in project management can be beneficial, as it demonstrates the ability to manage initiatives aimed at improving the overall customer experience. Proven ability to manage a team of 10 or more in a fast pace B2B service environment, with a track record of integrating seamlessly into a high-performing team.

Required Skills

* Strong leadership and team management skills with previous experience

* Excellent communication and interpersonal skills and relationship building.

* Proven track record of developing customer focused strategies

* Ability to analyse customer feedback and data to drive improvements

* Exceptional problem-solving and conflict resolution skills and the ability to work under pressure

* Strong organisation skills and attention to detail with the ability to execute tasks to a high standard.

* Highly driven with ambitions to grow within a fast-growing business.

Duties and responsibilities

The customer services manager will be responsible for overseeing the customer services team (10 people +) ensuring excellent service and leading the team to achieve business objectives.

* Supervising and mentor to the customer services team to enhance their skills and performance.

* Develop and implementing customer services policies and procedures to improve efficiency, ensuring they are followed consistently.

* Become the primary point of contact for customer inquiries and complaints to ensure timely resolution and satisfaction.

* Coordinate schedules for customer service staff to ensure adequate coverage.

* Analyse customer feedback and data to identify areas for improvement and implement changes.

* Set and monitor target/goals for the customer services team to drive revenue growth.

* Collaborate with all other departments to align customer services strategies with overall business goals

* Organise and execute training and workshops for staff to stay updated on products/services.

* Keep up with industry developments and best practices to continuously improve the customer experience.

* Prepare Key Performance Reports on customer services performance for management review and identify areas for improvement.

* Carry out team monthly one to one's

* Streamline departmental collaboration for seamless workflows

* Strong problem-solving skills to address operational issues that arise and find effective solutions.

* Coordinate schedules to ensure full coverage based on customer needs and the ability to develop the team and plan for increasing volumes.

* Foster a positive and collaborative team environment to boost employee's morale and retention.

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All applicants must have an unrestricted right to work in the UK as our client will not support visa sponsorship for this role.