Customer Services Manager

2 weeks ago


Haywards Heath, United Kingdom Solutions 2 Recruitment Full time

Customer Services Manager.

Salary £35K to £37K plus excellent benefits package including enhanced holiday days.Monday to Friday - 40 hour week. No weekends.

Car owner driver essential due to rural location

Our successful and established client is looking for a skilled and experienced Customer Services Manager to join their team supporting retail and wholesale markets. This position is available due to promotion of an existing manager. A strong work ethic insupport of the team and management of expectations for customers will be a key element.

**Required Experience**
- Implementation of improvement initiatives, ability to engage the team in changes
- Work with an ERP system to understand and manage operational performance (efficiency and effectiveness)
- Manage Processes
- Manage the department with KPIs and planned resources to ensure consistent delivery of the KPIs
- Managed third-party contract providers to meet SLAs that align with business needs
- Team Management skills: (development program methodology, experience/understanding performance management, communication rhythms, using effective meeting frequency and agendas)
- Set and accurately reported on KPI's and targets - actuals vs targets
- Routinely completing root cause analysis
- Experience of managing a Customer Service Department, including proactive and reactive customer service tasks
- Utilisation of multiple methods to obtain customer feedback such as NPS surveys, CSATs and Ticketing, CRM
- Comprehensive understanding of service strategies and technologies

**Required Skills**:

- Excel
- Embrace technology
- Process driven
- Excellent verbal and written communication
- Analytical, able to problem solve and find sustainable solutions
- Time Management



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