Customer Service Manager

7 days ago

Milton Keynes, Milton Keynes, United Kingdom Ascendant Recruitment Full time

Job Summary:

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Ascendant Recruitment. As a key member of our organization, 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:

  • Take accountability for maintaining efficient and robust processes for the support of customers and maintenance of their records throughout their lifecycle.
  • Focusing on enquiry response times and monitoring of the customer pipeline.
  • Ensure a professional, first-class service experience is delivered to all users.
  • Work with key stakeholders across the business to prepare for business changes and ensure minimal impact to both staff and customers.
  • Manage and coordinate teams to deliver challenging growth targets.
  • Ensure effective communication of targets and risks, preparing resources to manage through cyclical peaks in activity.
  • Coordinate system testing, developments, and new item implementation for the team. Ensure key training takes place to support system users.
  • Manage escalated complaints to resolution.
  • Explore new technologies to support the team and users with improved outcomes and experiences.
  • Manage, recruit, train, and develop a motivated team to ensure exceptional service is delivered.
  • Monitor and report progress and team activity in line with service standards and targets.

Requirements:

  • Demonstrable experience of people management and motivating a team to achieve challenging targets in a fast-paced environment.
  • Excellent communication skills, to effectively collaborate with internal and external stakeholders.
  • A passion for delivering a quality customer experience.
  • Confidence using Microsoft packages including SharePoint, ShareFile, Excel, and PowerPoint.
  • Familiarity with D365 and associated views and reports.

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