Service Delivery Manager
2 weeks ago
Escape Recruitment Services is seeking a seasoned professional to fill the role of Customer Service Team Manager for a thriving SME organisation based in the UK. This is a fantastic opportunity for an experienced leader to join a dynamic team and drive exceptional customer service standards.
Key Responsibilities:
- Oversee the day-to-day operations of the Customer Service team, ensuring seamless delivery of services to internal and external customers.
- Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
- Coach, mentor, and train team members to improve their skills and performance.
- Collaborate with internal departments to identify areas for process improvement and implement changes.
- Lead the team in prioritizing tasks, meeting deadlines, and achieving customer service level agreements.
- Conduct regular team meetings and one-on-ones to ensure open communication and address any concerns.
- Participate in management sales meetings to drive business growth and development.
- Review internal processes and identify opportunities for cost savings and efficiency improvements.
- Provide forecasting and reporting to internal teams to inform business decisions.
Requirements:
- Proven experience in a similar role, with a strong track record of delivering exceptional customer service.
- Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.
- Strong commercial and business acumen, with the ability to analyze data and make informed decisions.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
- Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.
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