Customer Services Manager

1 month ago

Dorking, United Kingdom Specialist Recruit Full time

**Customer Service Manager**

**Location**:Dorking, Surrey

**Hours**:Full-Time, Permanent

**Salary**: £28,000 - £32,000

Our lovely client in the ecommerce industry is seeking a Customer Service Manager to join their team.

**Roles & Responsibilities**
- Take on a leadership role within the Customer Service team, representing the department in cross-company meetings and overseeing the rest of the CS team, providing support & guidance where needed
- Responsible for the general provision of Customer Service to clients, ensuring their high standards of service are maintained at all times through speedy responses, genuinely helpful resolutions, and friendly interactions.
- Lead the recruitment of any new agents into the Customer Service team
- Lead the training & onboarding of any new members of staff into the Customer Service team
- Set the standard and lead by example with all customer interactions, ensuring all customer conversations are handled with a high standard of politeness, professionalism, promptness, and willingness to help.
- Work with the Chief Marketing Officer to develop and implement customer care policies that work for the customer, help the business, and empower the customer care team to make decisions quickly and effectively
- Oversee all customer care processes and technology, ensuring time is used effectively and anything that can be automated or standardised.
- Oversee all Customer Service performance reporting, including service metrics, returns/exchanges data, product issues & customer complaints.

**Person Specification**

**Essential Knowledge & Experience**
- Fluent in written and spoken English
- Proficiency in Microsoft Excel, and the rest of the Microsoft Office 365 suite
- Hands on experience developing customer care best practices, whether creating new policies, implementing new technology, or developing new processes
- Experience leading a customer care operation is valued
- Experience in a multi-channel customer care role or roles is desirable (e.g. not just on the shop floor, but on the phones and on live chat)
- Retail or ecommerce experience is highly desired
- Experience with handling customer data and using this to inform policies or decisions is desired
- Working knowledge of Gorgias, Zendesk or a similar virtual customer care centre is desired

**Personal Qualities**
- A hands-on, can-do attitude especially when the going gets tough
- The ability to adapt quickly to changing circumstances, and stay calm through it all
- A natural team player who believes if you’re not overcommunicating, you’re under-communicating
- A keen attention to detail.
- A naturally organised soul - you love a good naming convention, consistent colour coding & keeping things neat & organised
- A nerd for numbers - you enjoy getting deep in metrics and really understanding what’s changing and why
- A quick thinker who can spot problems, find solutions, and communicate them to a team within the blink of an eye
- A natural leader, who’s totally at ease picking up a new project, bringing people on board, and making it happen
- Curious in nature and always looking to question, learn, and look for better ways to do things
- You relish working in a small company with a fast paced and ever-changing environment and comfortable taking on lots of new responsibilities
- Proactive & confident, coupled with strong verbal and written skills
- You’re personable, fun, and appreciate that being part of a team is about more than getting the job done

This is an office-based role that’ll need to be located in close proximity with our warehouse team in order to really succeed. However, we have a flexible working policy and you’ll be able to work from home on o ccasion as needed

  • Customer Service Manager

    5 days ago

    Dorking, United Kingdom Holt Recruitment Ltd Full time

    Customer Service Manager Role:£40,000 + Per Annum23 Days Holiday + Bank HolidaysPermanent RoleWe are seeking a highly experienced Customer Service Manager to join our team. You will be responsible for overseeing the customer service experience and oversee the department, ensuring customer satisfaction is achieved.Key Responsibilities:Manage and supervise...

  • Customer Service Manager

    3 days ago

    Dorking, United Kingdom Holt Recruitment Ltd Full time

    Customer Service Manager Role:£40,000 + Per Annum23 Days Holiday + Bank HolidaysPermanent RoleWe are seeking a highly experienced Customer Service Manager to join our team. You will be responsible for overseeing the customer service experience and oversee the department, ensuring customer satisfaction is achieved.Key Responsibilities:Manage and supervise...

  • Customer Service Manager

    5 days ago

    Dorking, Surrey, United Kingdom Holt Recruitment Ltd Full time

    Customer Service Manager Role: 40,000 + Per Annum23 Days Holiday + Bank HolidaysPermanent RoleWe are seeking a highly experienced Customer Service Manager to join our team. You will be responsible for overseeing the customer service experience and oversee the department, ensuring customer satisfaction is achieved.Key Responsibilities:Manage and supervise the...

  • Customer Service Manager

    2 weeks ago

    Dorking, United Kingdom Kolt Recruitment Ltd Full time

    Kolt Recruitment are recruiting for a Customer Service Manager for an established accident repair centre.Key Responsibilities: * Managing a team of customer service advisors. * Reporting. * Maintain good housekeeping. * Management meetings.Key Requirements: * Have experience of working in a customer service position looking to take the next step or...

  • Customer Service Manager

    2 weeks ago

    Dorking, United Kingdom Kolt Recruitment Ltd Full time

    Kolt Recruitment are recruiting for a Customer Service Manager for an established accident repair centre. Key Responsibilities: * Managing a team of customer service advisors. * Reporting. * Maintain good housekeeping. * Management meetings. Key Requirements: * Have experience of working in a customer service position looking to take the...

  • Customer Service Manager

    2 weeks ago

    Dorking, United Kingdom Kolt Recruitment Ltd Full time

    Kolt Recruitment are recruiting for a Customer Service Manager for an established accident repair centre.Key Responsibilities: * Managing a team of customer service advisors. * Reporting. * Maintain good housekeeping. * Management meetings.Key Requirements: * Have experience of working in a customer service position looking to take the next step or someone...

  • Customer Service Manager

    4 days ago

    Dorking, United Kingdom ASI Recruitment Full time

    Customer Service Manager Basic Salary £35-£40k + Bonus Monday to Friday Brand New Role! Dorking Area “The customers perception is your reality” Job Description I have an exciting opportunity with an established client of mine for a Customer Service Manager in the Dorking area. This role will involve managing a team of 4 customer service advisors...

  • Customer Service Manager

    3 days ago

    Dorking, United Kingdom ASI Recruitment Full time

    Customer Service ManagerBasic Salary £35-£40k + BonusMonday to FridayBrand New Role!Dorking Area“The customers perception is your reality”Job DescriptionI have an exciting opportunity with an established client of mine for a Customer Service Manager in the Dorking area. This role will involve managing a team of 4 customer service advisors in a busy...

  • Customer Service Agents

    3 days ago

    Dorking, United Kingdom Lloyd Recruitment Services - Epsom Full time

    **Customer Service Agents** Would your friends describe you as friendly, chatty and confident? Do you enjoy speaking to people and building lasting relationships? Do you thrive in a fast-paced environment? If so, then we may have the role for you. We have an exciting opportunity to join our client based in Dorking as a Customer Service Agent. Working...

  • Customer Service Manager

    24 hours ago

    Dorking, Surrey, United Kingdom Holt Recruitment Ltd Full time

    Customer Service Manager Role: 40,000 + Per Annum 23 Days Holiday + Bank Holidays Permanent Role We are seeking a highly experienced Customer Service Manager to join our team. You will be responsible for overseeing the customer service experience and oversee the department, ensuring customer satisfaction is achieved. Key Responsibilities: Manage and...

  • Customer Service Manager

    2 weeks ago

    Dorking, Surrey, United Kingdom Kolt Recruitment Ltd Full time

    Kolt Recruitment are recruiting for a Customer Service Manager for an established accident repair centre. Key Responsibilities: * Managing a team of customer service advisors. * Reporting. * Maintain good housekeeping. * Management meetings. Key Requirements: * Have experience of working in a customer service position looking to take the next step or...

  • Customer Service Manager

    3 days ago

    Dorking, Surrey, United Kingdom ASI Recruitment Full time €35,000 - €40,000

    Customer Service Manager Basic Salary £35-£40k + Bonus Monday to Friday Brand New Role! Dorking Area “The customers perception is your reality” Job Description I have an exciting opportunity with an established client of mine for a Customer Service Manager in the Dorking area. This role will involve managing a team of 4 customer service advisors...

  • Customer Service Advisor

    6 days ago

    Dorking, United Kingdom GLL Full time

    GLL is looking for a Customer Service Advisor at Dorking Sports Centre in Mole Valley. If you have the passion for people, ability to deliver a first-class customer service experience, this is your chance to be part of one of the largest leisure groups in the UK. The role is for 6.5 hours per week. As Customer Service Advisor, you'll enjoy making a...

  • Customer Service Consultant

    2 days ago

    Dorking, United Kingdom Skipton Building Society Full time

    Hours: In a full time Branch based role; you will be working 36hours. Flexible hours across Monday to Saturday to support operating hours in the branch. Salary: £22,379 Per Annum plus Area Allowance £5,200 Per Annum Closing Date: Wed, 12 Jun 2024 We are recruiting for a Customer Service Consultant within Dorking branch. You have the...

  • Customer Service Assistant

    6 days ago

    Dorking, United Kingdom Ontrak Recruitment Full time

    Customer Service Assistant Required - Immediate Starts Available! Ontrak Recruitment & Training are currently seeking committed and outgoing applicants to join our valued and long-standing clients on the Railways. Competitive rates of pay and a great opportunity to kick start your career within the railway. **Job Role**: Gateline...

  • Customer Service Representative

    3 hours ago

    Dorking, United Kingdom Search Full time

    Customer Service RepresentativeSalary: £22,464 per annumLocation: Dorking, SurreyHours: 08:30 - 17:00 (Monday to Friday), 09:00 - 12:00 (Saturday)36 Hours per weekFull time, Permanent RoleWe are currently looking for confident, approachable and ambitious candidate to work with my client, to support the continuous service of their valued customers. An...

  • Education Leavers

    4 days ago

    Dorking, United Kingdom Lloyd Recruitment Services - Epsom Full time

    Have you recently finished education? Are you looking for your first role but don’t know where start? If so then we may have the role! We are looking for confident and friendly individuals who want to start their career in a company that offers full training and support, all you need is the right attitude to be successful! **What’s in it for you**: -...

  • Customer Service Advisor

    3 days ago

    Dorking, United Kingdom Unum UK Full time

    **Who are we?** We are Unum - one of the UK’s leading employee benefits providers. We’ve been around for 50 years, currently protecting over 1.7 million people, providing security and peace of mind to individuals and their families. With a Fortune 500, US parent company, we’re part of highly successful global organisation, sharing ideas and...

  • Customer Service Advisor

    4 weeks ago

    Dorking, United Kingdom Adecco UK Full time

    **Are you currently looking for a new role, a change or somewhere you can kick start your career in?** Our client based in Dorking is looking for someone to join their exciting and friendly business in a Customer service position. **What you will be doing** - Providing a first-class service to customers; resolving all possible enquiries first time. -...

  • Customer Service Advisor

    5 days ago

    Dorking, Surrey, United Kingdom Unum Group Full time

    Job Posting End Date: May 03Who are we?We are Unum - one of the UK's leading employee benefits providers.We've been around for 50 years, currently protecting over 1.7 million people, providing security and peace of mind to individuals and their families.With a Fortune 500, US parent company, we're part of highly successful global organisation, sharing ideas...