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Customer Service Manager
2 months ago
Job Title: Customer Service Manager
Job Type: Full-time
Industry: Recruitment
Company: Ascendant Recruitment
Location: Milton Keynes
Job Reference: N/A
Job Description:
Job Summary:
We are seeking an experienced Customer Service Manager to join our team at Ascendant Recruitment. As a Customer Service Manager, you will be responsible for managing robust processes across the customer lifecycle, with a focus on quality, within a regulated and process-driven environment.
Key Responsibilities:
- Process Management: Take accountability for maintaining efficient and robust processes for the support of customers and maintenance of their records throughout their lifecycle.
- Customer Experience: Focus on enquiry response times and monitoring of the customer pipeline to ensure a professional, first-class service experience is delivered to all users.
- Team Management: Manage and coordinate teams to deliver challenging growth targets, ensuring effective communication of targets and risks, and preparing resources to manage through cyclical peaks in activity.
- System Management: Coordinate system testing, developments, and new item implementation for the team, ensuring key training takes place to support system users.
- Complaint Management: Manage escalated complaints to resolution.
- Technology: Explore new technologies to support the team and users with improved outcomes and experiences.
- Team Development: Manage, recruit, train, and develop a motivated team to ensure exceptional service is delivered.
- Reporting: Monitor and report progress and team activity in line with service standards and targets.
Requirements:
- Experience: Demonstrable experience of people management and motivating a team to achieve challenging targets in a fast-paced environment.
- Communication: Excellent communication skills, to effectively collaborate with internal and external stakeholders.
- Customer Focus: A passion for delivering a quality customer experience.
- Technical Skills: Confidence using Microsoft packages including SharePoint, ShareFile, Excel, and PowerPoint.
- System Knowledge: Familiarity with D365 and associated views and reports.
About Us:
Ascendant Recruitment is one of Milton Keynes and Northampton's leading recruitment companies, with PA/Administration, Customer Service, Human Resources, Finance, IT, sales & marketing, and digital marketing divisions.
