We have an excellent opportunity for a talented and driven Customer Service Manager who puts their customers at the heart of everything they do!  Leading a team of three you will drive improvements, make game changing decisions and guide your team to success. You will ensure top notch service to their customers every time, being positive, knowledgeable and above all honest. 

As a leader within the organisation this role will aid the design and implementation of new and improved customer service processes to ensure the company’s Customer Service Score is improved upon.

You will be able to cater for customer and their requirement positively and professionally which simultaneously working with your direct team and teams around the business to drive improvements through implementing new processes and expectations.

Key Tasks & Responsibilities:

• Implement Process Accountabilities within your team and across the business to ensure all departments are working to improved procedures which will assist in Customer Satisfaction
• Manage yourself and your team of 3 people within customer service and returns department, in-line with KPI’s set by the Head of Sales, along with your own suggested improvements and key metrics
• Provide coaching and training to your team and across the business where necessary
• Accept responsibility as CS Manager with the handling of sensitive customer issues to deliver the best experience directly to the customer or via your team members
• Regularly report on KPI’s to line manager and wider Executive team and drive improvements and report on progress
• Liaise directly with suppliers whose products may show repeat faults and drive improvements
• Consider new and improved methods in communicating with our customers to offer the best experience
• Work towards a goal of a 7-day week customer service through telephone, email, online chat, social media etc.
• Find solutions to improve closed customer query timeframe whilst simultaneously improving customer satisfaction level
• Responsible for department recruitment and retention in line with company core values and the demands of customers
• Be aware of related costs and work within departmental budgets
• Maintain documentation pertaining to customer service department activities within GDPR laws

Person Specification:

• Proven and demonstrable track record on improving a company’s Customer Satisfaction Score
• Excellent Microsoft Excel skills and data analysis
• Determined and focussed on improving customer service
• Outstanding organisational skills
• 5+ years’ experience in staff management
• Good knowledge of ERP/Database systems
• Outstanding communication skills, both written and verbal
• Proficient in staff training/coaching to improve others around you