Customer Service Manager
Full job description
Rise Consulting Limited
Salary: £36,000 – £38,400 per year
Job Summary:
A position has become available for an experienced hands-on Customer Service Manager. As Customer Service Manager you will be responsible for the leadership and development of a small team of Customer Service Advisors, providing telephone and online support to distributors and UK dealers for the business.
Pivotal to the role is a strong and proven record in delivering excellent Customer Service and a demonstrable ability to deliver process improvement and team development.
Key activities.
* Provide industry leading customer delight to our customers; ensuring telephone responsiveness and order accuracy
* Development and reporting of department KPIs
* Developing the Customer Service teams skills and professionalism
* Process development/improvements
* Outbound communication in support of promotions
Main duties/responsibilities
* Develop and train the team to ensure comprehensive and professional customer service is provided
* Create, embed, and sustain KPIs to support the performance of the department
* Work with other business functions to improve the level of service to our customers (Finance, Sales, Operations)
* Delivery a minimum call performance where 80% of calls answered within 30 seconds and less than 5% of calls are dropped (missed)
* Develop the systems infrastructure to enhance customer satisfaction (e.g; Solaris, Knowledgebase, Phone, CRM)
* Develop the team so that roles are truly crossed trained, mitigating effects of absenteeism
Education / Qualifications / Experience:
* Experience in a Customer Service management role with a proven ability in Customer relationship management and customer service delivery.
* Strong leadership credentials with experience in building and developing teams.
* An experienced trainer, able to lead and develop internal training for the customer service team.
* Experience in relevant IT systems, such as CRM.
* Experienced in the full sales order process from order intake through to despatch.
* Process and people-oriented, with the ability to identify opportunities for improvement, develop the process and implement.
To apply for this job please visit definitejobs.co.uk.