Customer Service Manager

3 days ago


Erith, United Kingdom Würth Full time

**Customer Service Manager - Head Office - Erith, Kent.**

**Salary - 45k plus 5k bonus and company car**

The Würth Group is a leading industrial consumable products provider with over 400 companies and a global workforce of 77,000. Our dedication to quality products and excellent customer service has earned us an enviable reputation and on-going growth. Ourdivisional Field Sales Consultants sell across four main industries; Automotive, Wood, Metal & Construction. Our aim is to drive sales and grow our business with existing customers and seek out opportunities through new customers. We are currently seekinga Customer Service Manager to join our Customer Service department located at our head office in Erith, Kent.

**Responsibilities**:

- Providing strategic leadership and direction for the whole CX function.
- Engaging with all stakeholders and formulating a new CX strategy for the multi-channel, digital age.
- Improving the whole customer experience with the implementation of new systems, policies and creating new customer support processes.
- Providing day to day leadership for the team which will include mentoring the team and at the same time supporting a wide customer base
- Carry out regular 121's, developing a culture where training and development are part of the team
- Driving management decisions using data to ensure accurate reporting of contact centre, insights on customer satisfaction as well as monitoring team performances
- Ensure service targets, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery.
- Being a champion for the Customer; collaborating and aligning between departments.
- Leader of a multi-channel Customer Experience function
- Responsible for the development and nurturing to improve performance where necessary.
- Coaching, training and leading direct reports
- Required to analyse and interpret data via business intelligence tools to then formulate a plan
- Attendance at team meetings is required, as it will give you a good insight into the general experience of the ADM in dealing with customer services. It will also afford you the opportunity to address and explain any questions that arise at these area meetings.
- You will be required to attend an average of two field based workouts (including one team and shop visit) each month.

**Preferred requirements**:

- Experience with SAP an advantage although not essential
- Knowledge and understanding of best practices for Contact Centres
- Extensive experience working within a multi-channel contact centre
- Experience working with and implementing different telephony solutions
- Working in an environment that is fast paced and target driven
- The ability to think critically about systems and processes and to make adjustments consistently as needed
- Working to deadlines that reach beyond core working hours
- Strong, proven leadership and coaching capabilities
- Holder of a full driving licence
- Desire to succeed, and to achieve targets and goals

For more information please go to our website and click on Careers



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