Customer Service Manager

7 days ago

Poole, Poole, United Kingdom Aspire Jobs Full time

Job Summary:

Aspire Jobs is seeking a highly skilled and experienced Contact Centre Manager to join our client's central support team based at their Head Office. The successful candidate will lead a small customer service team of 4 and be responsible for delivering exceptional service to high-end clients for a luxury brand with locations across Dorset and Somerset.

Key Responsibilities:

  • Lead a small team of customer service representatives to deliver aftersales bookings and sales leads to the business.
  • Ensure the highest level of customer experience is offered to customers through the booking process, including supporting team members with complex customer issues.
  • Liaise with senior colleagues to handle customer booking escalations and resolve issues efficiently.
  • Understand and maximize earnings from bookings and achieve external bonuses by meeting internal and manufacturer KPIs.
  • Compile monthly and quarterly team results and bonus/commission payments.
  • Manage relationships with external partners, including CRM agencies and data providers, to improve data usage and automated customer journeys.
  • Champion database management, developing and running reports to monitor accuracy and identify improvements.
  • Stay up-to-date with industry developments and ensure all work and processes remain relevant, legal, and compliant.

Requirements:

  • Previous experience in CRM/contact centre management or customer service leadership, preferably in B2C and B2B environments.
  • Experience of managing and leading a small team, with the ability to grow and develop team members.
  • Strong problem-solving skills, with the ability to resolve conflicts and issues efficiently.
  • Highly organized, with excellent communication and interpersonal skills.
  • Professional presentation and a strong ability to work in a day-to-day management role.

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