Customer Service Manager

3 days ago


Warwick, United Kingdom Hamlin Knight - Recruitment Specialists in Human Resources, Office Support and Sales & Marketing Full time

Customer Service Manager - Warwick - Salary paying between £40,000 - £50,000 dependant on experience.

As Customer Service Manager you will manage a team of 7.

Despite the size of the group, this company is all about its people, and that means that as a Manager you are there to support and serve your team. The management style is nurturing and supportive rather than authoritarian. This company recognises that peopleare at the heart of everything they do and your personality should naturally lean towards this management style already if you are planning to apply.

Job responsibilities:
Hands-on role to manage and execute customer service response times, improve customer service experience, create engaged customers and facilitate organic growth.

Take ownership of customers issues and follow problems through to resolution.

Identifying and eliminating barriers to accuracy, productivity, and quality.

Develop service procedures, policies and standards. Responsible for setting and managing relevant departmental KPI that drive Customer obsession.

Analyze statistics and compile accurate reports using salesforce to drive change in behaviours and performance.

Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Drive Customer obsession"

Working with the Compliance coordinator that all team members are trained and follow all Export Compliance regulations and promote the IDEX core values, Trust, Team & Excellence

Attend Senior Leadership meetings helping communicate and implement areas of improvement across the whole business with customer obsessions at the heart of everything.

Adheres to Customer Care Budget and meets financial objectives by estimating requirements; scheduling expenditures; analyzing variances and initiating corrective actions.

Meets departmental and organizational goals by accepting ownership, executing strategic plans and exploring opportunities to add value to the company.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks and benchmarking state-of-the-art practices.

Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

Criteria for Customer Services Manager:
Degree in Business Management or equivalent work experience required.

Proven success at providing strategy and leading a successful team.

Mechanical and or/Technical knowledge.

Awareness of Export Compliance regulation.

Experience 3-5 years of previous line management responsibility for customer service and/ or technical support teams Effective time management skills with the ability to prioritize.

Customer service focused with a track record of building successful internal and external partnerships and teams - Strong people management and influencing skills with success in team motivation and development,

Meeting and exceeding KPI' s used to monitor performance - Experience gained in the manufacturing and or fire industry, within a customer service or technical support function - Excellent of knowledge of Microsoft Office software.

Excellent leadership skills with the ability to interact with people at all levels including senior Management.



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