Customer Service Manager
Full job description
Abbey Personnel Services Ltd
Salary: £32,400 – £42,000 per year
Our client is a rapidly expanding business operating globally. The role is based at their flagship UK base in Selby. The company develop award winning products and solutions for clients across Europe and the UK and operate within essential industries.. This position would suit someone with experience as a customer service manager in distribution, manufacturing, production or from a callcentre/contact centre team leader/manager environment. You will have supervisory/management experience and be comfortable heading up a team over 10 colleagues. Alternatively you could be ready for the next step up to management or a larger team.
The award winning firm offers benefits including additional annual leave, bonus schemes, wellbeing schemes, cycle to work initiative, access to training and a clear career structure, parking, refreshments, flexible working patterns/WFH in some departments, pension contributions, medical contributions and more.
Responsibilities will include;
* Development of customer service objectives by continually monitoring and improving customer service techniques and processes
* Implementing any changes required to promote good client relations.
* Oversee agreed customer service levels, SLAs and KPIs
* Monitor and support daily operations of customer service team
* Plan, prioritise and delegate workload in conjunction with colleagues
* Handle and resolve complex and escalated customer service issues
* Account Management for key accounts/clients
* Recruitment/retention of staff, appraisals,promoting, guiding and developing skills within the team
* Identify and address guidance training and coaching needs
* Provision of invoices and reports
* Undertake meetings with Team Leaders to evaluate staff and department performance. Meetings with key colleagues throughout the business
* Co-ordinate/manage customer service projects and initiatives
You will have:
* At least 3 years’ experience of supervising/managing a team in an office-based/callcentre, contact centre or similar customer service role
* Experience of training/developing and appraising new staff
* Managing pressurized environments
* Commitment, flexibility, and adaptability to work
* Development of/updates to policies and procedures
* Proficiency in Dynamics Business Central, Warehouse Management packages and Sage 200 systems are all useful
* Experience of handling complex enquiries/complaints with business critical customers
* Solid understanding of manufacturing, distribution or public sector businesses would also be useful
To apply for this job please visit definitejobs.co.uk.