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Bedrijfsleider / Office Manager

2 months ago

Sheffield, United Kingdom Taconova Group AG Full time

Our office has convenient transport links and free onsite parking. This is a pivotal role, reporting to our Head of Service Delivery and Operations.

The Customer Service department acts as the first point of contact for all our customers and is a vital part of the Taconova UK team. As the Office Manager, you will be responsible for the direct management of approximately 12 people who provide exceptional customer service to a portfolio of clients and customers, ensuring the department runs efficiently and high standards are maintained. Overseeing the customer service team, ensuring training and development plans are in place and actioned.
- Onboarding and training all new employees in systems, policies, and procedures.
- Setting customer satisfaction criteria and key performance indicators with the team, supporting them to ensure targets are consistently achieved.
- Establishing and maintaining customer service policies and procedures.
- Managing customer complaints and resolutions.
- Ensuring contractual compliance is maintained and achieved for each contract.
- Taking ownership and responsibility for data protection and GDPR compliance within the department.
- Problem-solving and monitoring team performance are key aspects of this role.
- Possessing strong report writing and presentation skills.
- Proficient in all Microsoft products and applications.
- Experience with CRM systems.
- Experience in meeting financial, operational, service, and quality KPIs.
- Experience in people management, including motivation, mentoring, coaching, development, and performance management.