Customer Service Manager - TIME Appointments Ltd : Job Details

Time Appointments are currently working on behalf of a leading manufacturer and distributor who are seeking to recruit an experienced Customer Service Manager. This is a fantastic opportunity to develop your career with a market leading employer that promotes from within and allows employees to reach for and realise their potential.

Duties & Responsibilities:

• Managing the Customer Service department staff: communicating job expectations, undertaking performance reviews, dealing with daily ad hoc issues and queries.
• Overseeing the daily workflow and priorities
• Ongoing training and mentoring of Supervisor, Team leaders and Customer Service team allowing them to grow in their roles and to learn new skills.
• Ensuring all recruitment is carried out in accordance with company procedure.
• Addressing any staff discipline or grievance issues.
• Making sure all members of the team communicate courteously and within agreed timescales, via telephone, email, and live chat, audit for quality and consistency and provide training where needed.
• Hold weekly meetings with Supervisor and Team leaders and ensure clear business communication to the wider team.
• Improving customer service experience, engaging customers, conducting surveys, and studying and evaluating the results to create customer satisfaction targets.
• Creating and monitoring effective customer service processes and standards for best practice.
• Implementing productivity and quality targets and work with the team to ensure consistency.
• Analysing statistics and creating detailed reports for the management team and identify areas of improvement.
• Investigating and solving customer issues passed on by the customer service team, managing the complaints process and look for improvements to avoid escalation.
• Keeping up to date with the latest tools and trends in the industry and make recommendations for investment.

Skills & Experience Required:

• A proven track record of successfully managing, motivating, and supporting a busy Customer Service or Operations team
• Strong relationship management skills, including customer-facing and interaction skills, with high-level of customer orientation and strong influencing skills
• Excellent communication skills, written and verbal
• Outstanding people and interpersonal skills, with the ability to build effective relationships at all levels
• Enthusiastic and positive with a can-do hands-on attitude.

(V/13106)