Customer Service Manager
2 weeks ago
**Customer Service Manager**
**Location: Wokingham, Berkshire**
**Salary: £40k -£50K per year DOE**
**Job Purpose**:
- Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.
- A proactive approach to all customer improvements, creating new initiatives, and ideas to enhance the reputation of customer services and the company.
- To oversee and manage the purchasing department to ensure the efficient and effective procurement of all goods and services in accordance with company KPI’s
**Key responsibilities and accountabilities**:
- Develop and implement customer service policies and procedures
- Define and communicate customer service standard
- Build and develop their customer relations with networking and visits
- Direct the daily operations of the customer service team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for customer service delivery
- Review customer complaints
- Track customer complaint resolution
- Handle complex and escalated customer service issues
- Identify and implement strategies to improve quality of service
- Co-ordinate and manage customer service projects and initiatives
- Evaluate and performance manage staff
- Identify and address staff training and coaching needs
- Support finance team with credit control activities and info for customers
- Point of communication between customer services and finance to resolve queries
- Carry out staff 1-1’s
**Education and Experience**:
- Relevant degree in business administration
- Customer service experience
- Supervisory experience
- In-depth knowledge of customer service principles and practices
- Proficiency in CRM systems
- Product knowledge
**Key Competencies**:
- Communication skills
- Proactive
- Customer service focus
- Supervisory skills
- Problem analysis and problem-solving
- Decision-making
- Planning and organizing
- Initiative
- Flexibility
- Presentation skills
- Stress tolerance
- **Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003**_
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