Customer Service Manager

1 week ago

Gravesend, United Kingdom Acorn insurance & Financial Services LTD Full time

We are currently seeking a Team Manager with excellent communication skills and proven experience in managing teams within contact centres and face-to-face environments. The ideal candidate will have a background in vehicle rental services, insurance, or subscription-based industries.

Our Customer Service and Handover Teams offer comprehensive support to customers throughout their rental contracts. This includes extending bookings, handling vehicle service and maintenance requests, assisting with payments, processing fines and penalties, and providing in-person walkarounds with detailed vehicle condition reports. Additionally, the team supports technical queries and completes the rental check-out process.

At Rapid, one of our key market differentiators is our unwavering focus on customer needs. We are committed to doing the right thing for our customers while delivering fair value.

Role: Customer Service ManagerLocation: GravesendWorking Hours: Monday to Friday, 37 hours between 9am and 5:0pm

Salary: £35,000 plus a performance related bonus up to £3.5k

What you will be doing:

  • Coaching and developing a team of Customer Service Representatives and Handover Specialists to deliver a consistent positive customer experience and a productive work environment.
  • Communicating clear messages confidently and able to motivate all team members
  • Oversee all customer support activities, including booking extensions, service and maintenance requests, payment assistance, and processing fines and penalties
  • Ensure smooth handover processes, including in-person vehicle walkarounds, vehicle condition reports, and technical support.
  • Monitor customer feedback and implement improvements to enhance customer satisfaction and loyalty whilst striving for one call resolution outcomes.
  • Meeting and exceeding team and departmental key performance indicators
  • Develop training programs to enhance team skills and knowledge, ensuring high standards of service delivery.
  • Regularly conducting 1-2-1’s, coaching, call monitoring and quality feedback
  • Set performance goals, conduct regular evaluations, and provide feedback to team members to drive continuous improvement.
  • Handle escalated customer issues and complaints, ensuring timely and effective resolution.
  • Prepare regular reports on team performance, customer feedback, and service metrics for senior management.
  • Be accountable for the interrogation of both historic and real-time performance data to improve customer service
  • Managing sickness absence by ensuring team members follow correct reporting procedures, updating absence on internal systems and completing return to work meetings
  • Proactively utilise management information to identify gaps in process and service delivery
  • Meeting defined targets and delivering continuous improvements in performance and productivity

What we’re looking for:

  • Minimum of 3-5 years of experience in customer service management, preferably in the vehicle rental, insurance, or subscription-based services industries.
  • Proven track record of leading and managing teams in contact centres and face-to-face environments.
  • Excellent verbal and written communication skills.
  • Strong problem-solving abilities and a customer-centric approach.
  • Exceptional organizational and time-management skills
  • Knowledge of Anti-money laundering and know your customer regulations
  • Clear vision of what excellent service looks like and a passion for consistent delivery of exceeding customer expectations
  • Ability to communicate clearly and effectively to the team and present information in ways that promote understanding and colleague buy-in
  • Articulates a vision that generates excitement, enthusiasm and commitment
  • Comfortable in challenging the status quo in a constructive and collaborative way
  • Effective in utilising interpersonal and influencing skills where appropriate

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

If you think you would be a great fit for us, but don’t meet all the requirements of the role, please contact us as we’d love to discuss how the Acorn Group could be the next step in your career journey.

  • Customer Service Manager

    6 days ago

    Gravesend, United Kingdom Acorn insurance & Financial Services LTD Full time

    We are currently seeking a Team Manager with excellent communication skills and proven experience in managing teams within contact centres and face-to-face environments. The ideal candidate will have a background in vehicle rental services, insurance, or subscription-based industries. Our Customer Service and Handover Teams offer comprehensive support to...

  • Customer Service Coordinator

    2 weeks ago

    Gravesend, United Kingdom Moove Lubricants Full time

    **Customer Service Coordinator** **Gravesend** We have an exciting opportunity for you to join our team as our **Customer Service Coordinator, **based at our European Head office in Gravesend, Kent.** **Joining us on a full time, permanent basis (Monday - Friday 8.30 - 5.30pm), you will receive a **competitive salary**. **Moove **is a leading provider of...

  • Customer Service Coordinator

    4 weeks ago

    Gravesend, United Kingdom Moove Europe Full time

    **Customer Service Coordinator** **Gravesend** We have an exciting opportunity for you to join our team as our **Customer Service Coordinator,**based at our European Head office in Gravesend, Kent.**Joining us on a full time, permanent basis (Monday - Friday 8.30 - 5.30pm), you will receive a **competitive salary**. **Moove**is a leading provider of...

  • Customer Service Administrator

    4 weeks ago

    Gravesend, United Kingdom Pearson Whiffin Recruitment Ltd Full time

    **Job Title: Customer Service Administrator** **Location: North Kent (Gravesend)** **Salary: £20-24k** Are you a bright, enthusiastic and positive person with customer service experience? We are seeking a customer service administrator to join our expanding client based in North Kent to work within their customer service team ensuring service...

  • Customer Service Coordinator

    2 weeks ago

    Gravesend, Kent, United Kingdom Moove Europe Full time

    Customer Service CoordinatorGravesendWe have an exciting opportunity for you to join our team as our Customer Service Coordinator,based at our European Head office in Gravesend, Kent.Joining us on a full time, permanent basis (Monday - Friday pm), you will receive a competitive salary**.Mooveis a leading provider of automotive lubricants, oils, and chemicals...

  • Customer Service Officer

    4 weeks ago

    Gravesend, United Kingdom Kent County Council Full time

    Advert The work of Kent Libraries, Registration & Archives (LRA) service is hugely rewarding. Our fantastic teams make a positive difference to the lives of our many customers by putting our services at the heart of local communities. Customer Service Officers (CSOs) lead the front-line teams in Kent’s town centre and branch libraries. They make sure the...

  • Customer Service Advisor

    3 weeks ago

    Gravesend, United Kingdom Bridge Recruitment UK Ltd Full time

    Customer Service Administrator Location: Gravesend **Salary**: GBP20,000 - GBP24,000 per year Hours: Monday - Friday 8am until 4:30pm or 8:30am until 5pm. Job type: Full-time, permanent An opportunity has arisen for an experienced Customer Service Administrator who is capable of working under limited supervision. You will be responsible for a range of...

  • Customer Service Coordinator

    4 weeks ago

    Gravesend, United Kingdom Metro Mechanical Services Ltd Full time

    Metro Mechanical is one of the UK’s leading commercial drainage firms and we are expanding. We have longstanding relationships with some of the best-known businesses in the UK and have won multiple awards for our service and we are looking for an additional **Customer Service Coordinator** to join our helpdesk team. We offer a great working culture and...

  • Customer Service Coordinator

    2 weeks ago

    Gravesend, United Kingdom Metro Mechanical Services Ltd Full time

    Metro Mechanical is one of the UK’s leading commercial drainage firms and we are expanding. We have longstanding relationships with some of the best-known businesses in the UK and have won multiple awards for our service and we are looking for an additional **Customer Service Coordinator** to join our helpdesk team. We offer a great working culture and...

  • Customer Service Officer

    2 weeks ago

    Gravesend, Kent, United Kingdom Kent County Council Full time

    Advert The work of Kent Libraries, Registration & Archives (LRA) service is hugely rewarding. Our fantastic teams make a positive difference to the lives of our many customers by putting our services at the heart of local communities. Customer Service Officers (CSOs) lead the front-line teams in Kent's town centre and branch libraries. They make sure the...

  • Customer Service Advisor

    4 weeks ago

    Gravesend, United Kingdom KHR Recruitment Specialists Full time

    KHR is working with a market-leading company based in the Gravesend area. Due to growth, they are currently seeking a Customer Service Advisor to join them on a full-time, permanent basis. The Customer Service Advisor will be responsible for providing excellent and efficient customer service to clients requiring installation services of their...

  • Customer Service Representative

    4 weeks ago

    Gravesend, United Kingdom Rapid Vehicle Management Limited Full time

    Job Overview: We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Representative. As a Customer Service Representative, you will be responsible for supporting our Fleet Manager, wider business and providing exceptional service and support to our valued customers. This a wide ranging role, that links...

  • Customer Service Advisor

    3 weeks ago

    Gravesend, United Kingdom Huntress Full time

    Customer Service Advisor Our busy client based in Gravesend is looking for an extroverted individual with strong customer service skills. Salary - £22,000 with performance related yearly bonus and regular salary reviews Full Time Permanent Hours - Monday to Friday, 8:30am to 5:30pm (No Weekends) Location - Gravesend Key Responsibilities Include -...

  • Customer Service Advisor

    4 weeks ago

    Gravesend, United Kingdom Savvy Loan Products Ltd Full time

    **Job Title**: Customer Service Advisor **Location**: Ebbsfleet, Kent **Job Type**: Full-time **About Us**: Savvy Loan Products Ltd is a leading financial institution specialising in consumer and business loans, dedicated to providing tailored financial solutions to our diverse client base. We are committed to delivering exceptional customer service and...

  • Customer Service Coordinator

    2 weeks ago

    Gravesend, Kent, United Kingdom Metro Mechanical Services Ltd Full time

    Metro Mechanical is one of the UK's leading commercial drainage firms and we are expanding. We have longstanding relationships with some of the best-known businesses in the UK and have won multiple awards for our service and we are looking for an additional Customer Service Coordinator to join our helpdesk team.We offer a great working culture and career...

  • Customer Service Representative

    2 weeks ago

    Gravesend, Kent, United Kingdom Rapid Vehicle Management Limited Full time

    Job Overview:We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Representative. As a Customer Service Representative, you will be responsible for supporting our Fleet Manager, wider business and providing exceptional service and support to our valued customers. This a wide ranging role, that links...

  • Customer Service Officer

    1 month ago

    Gravesend, United Kingdom Gravesham Borough Council Full time

    Our Organisation- Centrally located in the Thames Gateway, Gravesham Borough Council provides a range of services to over 106,000 people and 4,000 businesses. The Borough of Gravesham, situated in the north-west corner of Kent, covers 25,000 acres of the most varied countryside in south-east England. Bordered by the River Thames to the north, it is at...

  • Customer Service Coordinator Lp819453gracsc

    2 weeks ago

    Gravesend, United Kingdom Moove Europe Full time

    **Location**: Gravesend - **Earnings**: £37000.00 to £43000.00 **Customer Service Coordinator** **Gravesend** We have an exciting opportunity for you to join our team as our **Customer Service Coordinator, **based at our European Head office in Gravesend, Kent.** **Joining us on a full time, permanent basis (Monday - Friday 8.30 - 5.30pm), you will...

  • Customer Service Assistant

    5 days ago

    Gravesend, United Kingdom Compass Group Full time

    **Customer Services Assistant - MET Police Specialist Training Centre** - £10.90 per hour - 35 hours per week We're looking for a Customer Service Assistant who will be the face of our business, delivering exceptional customer service for ESS at one of our many sites where we provide catering and cleaning services to the military and Ministry of Defence....

  • Customer Service Assistant

    2 weeks ago

    Gravesend, United Kingdom Asda Express Full time

    **Role**:Customer Service Assistant **Location**:Gravesend, DA12 4TN **Hours**:Part-Time Hours Available / Permanent **Hourly Rate**:£10.50 **Bonus Scheme**:Quarterly Bonus Incentive! **Company**: Asda Express We are looking for friendly and dedicated Sales Assistant who can provide outstanding customer service to join our welcoming Retail Forecourt...