Customer Services Manager - Kevin Theobald Recruitment Agency : Job Details

A fantastic opportunity has arisen for an experienced Customer Services Manager with a very commercial and customer centric focus, to join a progressive, successful and highly people oriented, growing organisation.

We are keen to hear from ambitious individuals who thrive on taking full ownership, are committed to leading teams and developing talent and who are very much wanting to make the role their own. This is an excellent platform from which to really drive the business to its next level of success.

The role is office based and you will be overseeing 10+ staff

A strong Customer Services background is required and also those from an e-commerce background will be considered

Salary between 50k and 60k , private health care and car allowance

Outline of the role:

The role requires an exceptional Customer Services Management professional who has a real focus on developing the team. You will proactively drive the business forward by delivering / exceeding your customers' expectations as well as through a focus on continuous improvement; you will find ways of improving the service, how relationships (both internal and external) can be strengthened and how processes can be implemented to make the operation more efficient, and the customer service experience an exceptional one. Additionally, you will need to demonstrate strong analytical skills and be highly process driven. The interpretation of data, and the simplified communication of its meaning to your team will provide them with direction and goals.

Some of the duties involved:

• Supervising and mentor to the customer services team to enhance their skills and performance.
• Develop and implementing customer services policies and procedures to improve efficiency, ensuring they are followed consistently.
• Become the primary point of contact for customer inquiries and complaints to ensure timely resolution and satisfaction.
• Coordinate schedules for customer service staff to ensure adequate coverage.
• Analyse customer feedback and data to identify areas for improvement and implement changes.
• Set and monitor target/goals for the customer services team to drive revenue growth.
• Collaborate with all other departments to align customer services strategies with overall business goals
• Organise and execute training and workshops for staff to stay updated on products/services.
• Keep up with industry developments and best practices to continuously improve the customer experience.

Key Skills:

• Strong leadership and team management skills with previous experience
• Excellent communication and interpersonal skills and relationship building.
• Proven track record of developing customer focused strategies
• Ability to analyse customer feedback and data to drive improvements
• Exceptional problem-solving and conflict resolution skills and the ability to work under pressure
• Strong organisation skills and attention to detail with the ability to execute tasks to a high standard.
• Highly driven with ambitions to grow within a fast-growing business.