Customer Sales and Support Manager

4 days ago


Telford, United Kingdom Focus Resourcing Full time

We are looking for an experienced Customer & Sales Support Manager to provide excellent customer support. This role is to keep the department running in an efficient and productive manner, achieving a pre-agreed set of KPI's, with the aim to increase customersatisfaction, loyalty and retention and to exceed customers' expectations whilst also providing support for the Sales team with efficient admin coordination and support. Salary is up to 35K.

Main Duties & Responsibilities
- Management of the Customer Support team, including training, development, and personal growth of team members, as well as ensuring priorities and KPI's are met.
- Improve customer service experience, create engaged customers, and facilitate organic growth - With a LEAN approach to process management and development to enhance the customer journey, with the goal of increase customer retention and penetration.
- Take ownership of escalating customers issues and follow problems through to resolution
- Develop, review, and implement service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Maintain an orderly workflow according to priorities & pre-agreed KPI's
- Provide accurate level of sales support to the growing sales team, including management of a tender and frameworks calendar, collation and uploading of price files and coordination of monthly reports.
- Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training and development activities.
- Cooperate with the company on quality matters and comply with the company quality policy and procedures to promote a culture of customer service excellence within the company.

Skills required.
- Ideally experience of Lean Processes and improvement mapping.
- Computer literacy with regards to Microsoft office
- Experience at Team leader or managing a small team of sales or customer service people
- Hands on and ready to roll up sleeves and get stuck in when needed during busy times
- The company operate Monday to Friday 8/8.30/9 start - finish 4.30 /5.00/5.30pm they offer an excellent progressive working environment with massive growth plans and superb benefits.



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