Customer Service Operations Manager

6 days ago

Chepstow, Monmouthshire, United Kingdom The Growth Consultants Full time
Job Description

**Customer Service Operations Manager**

We are seeking a seasoned leader to drive the customer service operations of The Growth Consultants to new heights. As a Customer Service Operations Manager, you will be responsible for planning and managing customer service operations within budget and relevant Key Performance Indicators (KPIs).

About The Growth Consultants

We are a dynamic consulting firm that supports businesses across various sectors, helping them concentrate on their core activities while reducing their environmental footprint.

Role Responsibilities

  • Develop and implement customer service strategies to reduce customer effort and boost retention.
  • Monitor Service Level Agreement (SLA) compliance and manage successes and failures.
  • Handle customer onboarding and offboarding processes.
  • Provide solutions to customer issues within your mandate, including credit notes.
  • Ensure retention of portfolio accounts and maintain standard commercial terms.
  • Collaborate with shared services on credit monitoring.
  • Coach and train customer service employees to maintain high competence levels.
  • Manage customer service resources, including personnel.
  • Implement operational improvements for new business processes and quoting procedures.
  • Lead initiatives for customer service operations improvement.
  • Drive operational improvements at company and customer unit levels.
  • Identify and implement opportunities for problem prevention.

Requirements

  • A successful background leading and managing customer service teams in a business-to-business (B2B) environment.
  • A commitment to continuous improvement within the department and team.
  • Excellent communication skills.
  • Ability to listen and influence peers and team members.
  • Comfortable working in collaboration with other departments.
  • Strong organizational skills to ensure timely task completion for yourself and others.
  • A strong leader who builds a strong working culture and environment.

What's on Offer

  • A competitive basic salary.
  • Private Medical Insurance.
  • Life Assurance.
  • 33 Days Holiday.
  • Company Pension Scheme.
  • On-site parking.
  • Career progression opportunities.
  • Ongoing personal development/training opportunities.
  • Opportunity to work with a successful team.
  • Employee assistance programme.

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