Customer Service Manager
3 weeks ago
Customer Service Manager / Customer Experience Manager / CSM / Contact Centre Manager / Call Centre Manager - £48 - £60k basic salary dependant on experience & performance related bonus.
Fantastic opportunity to join the Senior Management Team of an SME who are on track to double the size of their business over the next 3 years.
The Mandeville Recruitment Group is currently seeking a high energy, proactive and successful Customer Service Manager / Customer Experience Manager / CSM / Contact Centre Manager / Call Centre Manager to lead a forward thinking e-commerce retailer locatedin the Thames Valley.
About the role.
Primary responsibilities
- Ensure Customer issues are resolved effectively, efficiently and quickly
- Ensure the customers voice is heard, using insights to suggest improvement suggestions and ideas
- Lead by example with excellent attendance and timekeeping. Always having a positive outlook, great communication skills, knowledge and tools to deliver excellent customer care.
- Ensure your team achieve individual and team KPI's, targets and goals
- Ensure you and your team consistently deliver high quality standards, personalizing communications to fit the customers individual style, brand Values and required brand tone of voice
- Carry out document appraisals in alignment with guidelines and expectations.
- Conduct first stage disciplinary meetings with HR support
- Effectively manage team and individual performance through clear documented goals and objectives, regular feedback & discussions and help & support to improve performance.
- Facilitate regular team huddles and meetings to inform, engage motivate and inspire staff.
- Ensure legislation's, regulations and policies are complied with at that any non-compliance is escalated to the leadership team immediately
- Effectively manage team attendance and schedule adherence.
- Recruitment and assessment of CSRs, contributing to the decision making process for appointing new team members.
- Balance the need for charge with the need for continuity.
- Communicate effectively with internal departments such as Production, Marketing, Returns, distribution center, logistics, retail, GBT, Warranty Ect
- Professionally dealing with Customers, Carriers, system providers/ maintenance parties and payment providers
Zendesk experience would be beneficial.
Mandeville is acting as an Employment Agency in relation to this vacancy.
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