Customer Service Manager

4 days ago


Guildford, United Kingdom Faith Recruitment Full time

Customer Service Manager

Up to £45,000pa DOE

Guildford

My client is seeking an experienced Customer Service Manager to join their friendly and growing team. You will be responsible for the management of the support team; playing a key role in coaching and developing each individual along with pre-empting anyfuture changes.

Key responsibilities and duties will include:
Training, coaching and supporting all team members

Develop effective working relationships with the customers by engaging with them on a regular basis

Ensuring all customer expectations are succeeded

Working to strict KPIs and SLAs in in line with customer expectations

Conduct weekly team meetings which includes any updates on the client accounts

Working closely with Account Managers to deliver an exceptional experience internally and externally

Prepare and carry out one to one meeting's with staff, discussing staff development, ideas and any objectives

Update and maintain processes and training manuals; providing any training and support to the team

Offer expert advice and guidance on the systems, products and technology

Be the main point of contact for customer escalation, resolving issues effectively

Proactively visit customers alongside the Account Managers to build relationships

Leading, motivating and developing a diverse team in order to achieve exceptional service to their customers

The ideal Customer Services Manager will:
Be able to build a strong knowledge on the client's products in order to demonstrate and mentor the team

Be able to manage a large workload and have the ability to delegate effectively

Have previous experience working within a management role

Be collaborative with a solution focused approach

Have strong leadership skills and have the ability to develop strong working relationships

Have strong analytical and problem-solving skills


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