Customer Services Manager
Full job description
Pyramid8
Salary: £36,000 – £42,000 per year
My Client specialises in the Heathcare Sector. They are looking for a confident and passionate Customer Services Manager to manage a team of customer service staff to maintain and develop an efficient and confidential high level customer service policy for the organisation.
* Develop customer service objectives by continually monitoring and improving customer service techniques and processes and implementing any changes required to promote good customer relations.
* Oversee the achievement and maintenance of agreed customer service levels
* Direct the daily operations of the customer service team
* Ensure the necessary resources and tools are available for quality customer service
* Handle complex and escalated customer service issues
* Recruiting staff and undertaking regular appraisals
* Promoting and developing professional and personal skills within the team
* Identify and address staff training and coaching needs
* Invoicing and daily/weekly reporting of sales figures
* Overseeing the administration of product complaints and loan stock to ensure agreed targets are achieved
* Arranging regular meetings with Team Leaders to evaluate how well teams are performing and whether key targets are being met.
* Arranging and taking lead in regular weekly staff meetings plus attending regular Management Review Meetings
* Liaise with company management to support and implement growth strategies
* Co-ordinate and manage customer service projects and initiatives
* Attending training sessions on new company services or products and ensuring all relevant information is disseminated
Essential Requirements
* At least 3 years’ experience of supervising staff in an office-based customer service role
* Experience of training and appraising new staff
* Good verbal, communication & customer service skills
* Highly self-motivated & well organized
* Managing pressurized environments
* Willingness to learn and develop
* Ability to meet deadlines and targets
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