Customer Service Manager

Customer Services
Perm
28000-32000 Per Annum
ECA/AR/051559
Berkshire
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Customer Service Manager - Wokingham

Salary £28k -£32K DOE

My Client in Wokingham is looking for a Customer Service Manager to join the team.

Must have experience of telephone/email customer service as well as face to face ideally in an SME organization.

Position Purpose

Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

A proactive approach to all customer improvements, creating new initiatives, and ideas to enhance the reputation of customer services and the company.

Core Values

To uphold the 5 core values of:

Respect Integrity Positivity Reliability Efficiency

Key responsibilities and accountabilities:

• develop and implement customer service policies and procedures
• define and communicate customer service standard
• direct the daily operations of the customer service team
• plan, prioritize and delegate work tasks to ensure proper functioning of the department
• ensure the necessary resources and tools are available for customer service delivery
• review customer complaints
• track customer complaint resolution
• handle complex and escalated customer service issues
• identify and implement strategies to improve quality of service
• co-ordinate and manage customer service projects and initiatives
• evaluate and performance manage staff
• identify and address staff training and coaching needs
• Support finance team with credit control activities and info for customers
• Point of communication between customer services and finance to resolve queries


Education and Experience

• relevant degree in business administration
• customer service experience
• supervisory experience
• in-depth knowledge of customer service principles and practices
• proficiency in CRM systems
• proficiency in MS Office applications
• product knowledge


Key Competencies

• communication skills
• Proactive
• customer service focus
• supervisory skills
• problem analysis and problem-solving
• decision-making
• planning and organizing
• initiative
• flexibility
• presentation skills
• stress tolerance


Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us.

Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies - Employment Businesses Regulations 2003

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