Customer Services Manager

4 weeks ago

Dartford, United Kingdom Crossways Recruitment Ltd Full time

We are seeking an experienced and confident Customer Services Manager, to work in a Head Office of a luxury bathroom suppliers, based in Dartford

The company have a number of showrooms all over the South East, where in-house designers create plans and final designs for customers bathrooms,
& once designs are all agreed, these orders are processed & suites delivered within certain time frames & installed.
Installers can be direct from the company or via customers 3rd party

This is where your expertise and knowledge comes in from a Customer Care Manager perspective, eg
if there are installation issues, queries or product issues. & provide customers and their installers with technical support relating to both product and installation, with the aim of maximising sales and minimising after-sales issues/complaints
& then look at any customer complaints - & bring these to a satisfactory conclusion including the development of actions to address the root causes of the complaints
by all means necessary to resolve issues via phone, video and site visits etc

The role will also incorporate Technical and After Sales Support
Technical Support
Liaise with suppliers for cost effective solutions to the resolution of problems relating to customer issues
Coordinate both on site and remote Technical service staff through the Technical Services Manager
Provide prompt and accurate information relating to levels of complaints, cost incurred and resolutions to the Director of Sales/Managing Director on a weekly, monthly and quarterly basis
After-sales
- Ensure all requirements for replacement orders/collections are accurately processed and managed through to fulfilment
- Manage escalated complaints
- Ensure all issues/complaints are logged and followed through to a satisfactory conclusion
- Oversee the welfare and training and development of the members of the team
- Ensure procedures are reviewed and documented to meet the service standards

Skills & Experience
If you have experience working as a Customer Service Manager or Customer Care Manager, ideally from a front-end customer centric perspective.
Ideally if you worked in the facilities management industry, or plumbing heating installations, or Team Leader in a call centre that deal with installations, engineers or contractors
Or a Team Leader from a Technical background with customer services

Please call Claire Power today to discuss your interest and send your CV immediately.

This role is office based and working from their Dartford office.

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