Customer Service Manager
4 days ago
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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