About the Opportunity
This is an amazing chance to work for a global company with a dynamic and fast-paced environment.
Job Details
* Full-time permanent position
* Monday-Thursday: 8am-4:30pm, Friday: 8am-2:30pm (flexible hours possible)
* Salary: circa £40k + company car
About the Role
As Customer Service Manager, you will lead a team of 7, comprising 3 Account Managers, 3 Administrators, and 1 Credit Controller.
Main Responsibilities
1. Lead and inspire the customer service team to deliver exceptional service, ensuring alignment with company standards
2. Foster team growth and development, creating a culture of excellence within the customer service department
3. Organize the customer service department to ensure efficient, cost-effective, and complete resolution of customer queries and complaints
4. Build strong internal and external relationships to ensure customer retention is core to all activities
5. Develop and update customer service procedures and policies
6. Regularly report on customer service performance across key metrics, fostering transparency and accountability
7. Facilitate collaboration between customer service and other departments to uphold efficiency and customer satisfaction
8. Assist in recruitment, development, and appraisal of staff
9. Set customer service goals for team members and help them achieve their goals
10. Take ownership of customer issues and follow problems through to resolution
11. Monitor user feedback, performance indicators, and relevant statistics to inform decision-making
12. Prepare weekly and monthly reports
13. Work with the General Manager and management team to drive the strategy for Customer Service and deliver on customer growth and customer satisfaction goals
14. Assess customer accounts to ensure profitability to the business
15. Work with Customer Account Manager on customer renewals and pricing
16. Liaise with purchasing in relation to stock spend and stock control
17. Manage the process and renewal gap
What You Need to Do Now
If this role interests you, please click 'apply now' to forward an up-to-date copy of your CV or contact us for a confidential discussion about your career.