Customer Services Manager - Broster Buchanan Ltd : Job Details

Customer Services Manager Peterborough  My successful client is looking for a Customer Services Manager, to lead and manage a small team  to ensure each customer’s journey through the manufacturing business is consistently smooth and 5*. This  is a critical role, responsible for driving success and growth.  Key Deliverables:   

• Create and maintain an environment of continual improvement.
• Train and develop each team member to ensure highest efficiency and productivity.
• Train all new starters on every aspect of the job to the expected standard.
• Hold daily morning meetings with the team, encourage and motivate.
• Review individual performances, setting KPIS and empower your team.
• Lead from the front.
• Ensure highest standards are maintained and your team are replying to customer emails within 2 hours.
• All orders (web and Inbound) to be processed within 30 minutes.
• CRM improvements to aid efficient working and notify management of any processing issues.
• Carry out weekly Trustpilot training to develop the skills of your team.
• Monitor Trustpilot hub to ensure every team member is allocating the right amount and allocating time in the day to complete all calls.
• Encourage team to call for google reviews daily alongside their Trustpilot calls.
• Replies and responses to be completed daily.
• Hitting KPIS

    The Right Candidate:

• Have a proven track record within a similar role.
• Excellent leadership with a coaching, mentoring approach.
• Work in a collaborative manner.
• Have excellent customer services skills and influencing skills.
• The ability to work closely with both internal and external key stakeholders.

Hours of work are 0830 - 1730, Monday to Friday, on site parking, Peterborough.