We are very happy to be working on behalf of a very well-established organisation who are currently recruiting for a Customer Service Manager. This is an exciting opportunity to join a fantastic company who are a leader in their field. 

Our client can offer you a competitive salary of up to £40,000 per annum plus a very attractive benefits package. Working Monday to Friday, the successful candidate will work 37.5 hours. 

Main Responsibility of Customer Service Manager

- To manage and oversee the smooth running of a busy Customer Service Dept. and ensure all Customer Service Representatives are equipped to handle queries effectively and efficiently. 

Additional Duties 

- Monitor incoming calls for quality, accuracy and professionalism in order to reduce queries/complaints going forward 
- Coordinate training of Customer Service Advisors ensuring staff have full support 
- Produce and monitor weekly/monthly reports on the service provided by the team 
- Act as first point of contact and support to all escalated incidents, ensuring swift resolution 
- Lead complaint investigation, ensuring communication is maintained with customer throughout 
- Identify potential departmental issues and develop solutions 
- Encourage good working relationships between departments 
- Identify requirements of the department and implement processes to achieve them 
- Provide cover for the department when needed 
- Ensure regular reviews are conducted in order to resolve issues and identify KPIs 
- Organise regular team meetings to ensure team is aware of collaborative targets 
- Plan and delegate workload to team 
- Promote and develop a strong customer service strategy 

Required Key Skills and Competencies

- Previous experience of managing a team is a must 
- Ability to excel in a fast-paced environment 
- Proven experience of successful conflict management 
- Excellent communication skills, both written and verbal 
- Ability to build and develop customer relationships 
- Ability to lead, support and mentor a team 
- Highly organised with a structured, professional way of working 
- Experience of motivating a Customer Service team 
- Exceptional time management, willingness to learn and assertiveness 

If you would like to hear more about this role and its responsibilities, please apply.