Customer Service Manager

Salary: £36,000 – £42,000 per year

MCF Recruitment are delighted to be once again working with a long-standing Client based on North Tyneside. Once of the most well-established Energy Consultancies in the UK, they are continuing their growth leading up to the end of 2022 and into 2023. 

As the Customer Service Manager, you will be responsible for shaping the end-to-end experience of company’s existing and prospective customers, drive conversion across key stages of the customer journey, manage the customer experience and drive remarkable service to deepen customer relationships to achieve our ambitious growth goals. 

Benefits:

• A comprehensive induction and ongoing training to help you settle into your new career
• Lots of variety and new challenges – no two days are the same
• Dynamic working environments, with committed teams to build great relationships with customers
• Generous benefits and salary steps to underpin your career, circa £36,000 – £42,000pa
• Customer service-related bonuses and incentives
• A truly diverse and inclusive workforce
• Work/life balance – standard business hours (Monday to Friday)

What you will be doing: 

• Drive a ‘customer first approach’ to new and existing customers 
• Developing holistic customer journeys and shaping all customer touchpoints 
• As the Customer Service Manager, shaping the Customer Experience strategy in a way that enables our Client to acquire, convert and retain more engaged and loyal customers, driving ROI and enabling us to meet our growth targets 
• Develop and implement an overarching customer communication plan 
• Take responsibility for regular updates of the effectiveness of these plans against targets and adapt all communication plans to reflect the changing needs of target audiences. 
• Managing relationships with key internal stakeholders 
• Ensuring that the brand is communicated effectively and consistently, and also appropriately through individual channels and in relation to different stages of the customer journey, and customers’ needs 
• Responsibility for active monitoring of customer needs and development of ideas and initiatives to ensure the above are met 
• Effective communication of brand values, institutional strengths and USPs through all customer touchpoints 

What we’re looking for: 

• Knowledge of the energy sector ideally from a Supplier background
• The Customer Service Manager must be an individual that is hands on, whilst being strong enough to lead your team, analyse data and allow for change
• Knowledge of customer experience management approaches and methodologies 
• Evidence of strong management, planning, project management and organisational skills 
• Excellent communication (both written and verbal), influencing and negotiation skills required to cooperate with a wide range of internal and external stakeholders combined with driven and assertive personality 
• Experience in people management, leading and directing multiple team members in a busy task-oriented environment

If you feel that you meet the criteria detailed above, please, send us your CV and we will be in touch!