Customer Service Manager

4 weeks ago

Newark on Trent, United Kingdom Fabric Recruitment Ltd Full time
Customer Service Manager
Newark
£35,000
We are seeking an experienced Customer Service Manager to lead and enhance our client's customer support team. As the Customer Service Manager, you will be responsible for ensuring excellent customer service, resolving issues, and optimising customer satisfaction. You will also oversee a team of customer service representatives and drive performance improvements.
Key Responsibilities:
Lead, mentor, and manage a team of customer service representatives.
Develop and implement customer service standards, policies, and procedures.
Monitor and evaluate team performance to ensure exceptional customer service.
Address customer inquiries, complaints, and issues promptly and professionally.
Resolve escalated customer concerns and maintain a high level of customer satisfaction.
Identify opportunities for process improvement to streamline operations.
Maintain accurate records of customer interactions and feedback.
Collaborate with other departments to address customer needs and improve the overall customer experience.
Prepare regular reports on team performance and customer service metrics.
Handle recruitment and training of new customer service team members.
Stay updated on industry trends and best practices to continuously improve service quality.
Foster a positive and productive work environment within the customer service team.
Ensure the team adheres to company values and policies. Qualifications:
Proven experience as a Customer Service Manager or in a similar role.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Problem-solving and conflict resolution skills.
Knowledge of customer service software and CRM systems.
Proficiency in data analysis and reporting.
Strong organisational and multitasking skills.
Ability to work under pressure and meet deadlines.
A customer-centric mindset and a commitment to delivering exceptional service.In return you'll receive:
A salary of up to £35,000 DOE
Company Pension scheme
Life Assurance scheme
25 days annual leave per year, plus bank holidays
Career development and plenty of training opportunities
Access to an on-site subsidised canteen
Subsidised gym memberships
On-site parking
Employee Assistance Programme
If you are a motivated, results-driven leader with a passion for delivering outstanding customer service, we invite you to apply for this Customer Service Manager position

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