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Service Delivery Manager

2 months ago

Horsham, West Sussex, United Kingdom Harris Lord Recruitment Full time

Job Title: Customer Service Manager

Job Summary:

Harris Lord Recruitment is seeking an experienced Customer Service Manager to lead and support our customer service team. As a key member of our team, you will be responsible for overseeing daily operations, ensuring customer satisfaction, and resolving any service issues efficiently.

Key Responsibilities:

  • Team Management: Manage the customer service team, organizing workflow and ensuring tasks are completed to a high standard.
  • Productivity Monitoring: Monitor team productivity, providing feedback and support as needed.
  • Performance Reviews: Conduct annual performance reviews and manage team leave and sickness.
  • Customer Resolution: Resolve customer complaints and issues, ensuring a positive customer experience.
  • Training and Development: Train new team members and keep the team informed on new procedures, products, and promotions.
  • Customer Communications: Handle customer communications, including order processing and upselling.
  • Return and Refund Management: Manage customer returns, refunds, and online reviews.
  • Collaboration: Collaborate with the accounts team on overdue or over-limit trade accounts.

About You:

We are looking for a problem-solver with excellent communication skills, a keen listener, and a strong sense of empathy. You should have previous experience in a similar customer service role, with management experience. The role requires strong attention to detail, a good telephone manner, and proficiency in Microsoft Office, particularly Word and Excel.

Requirements:

  • Driving Ability: You must be able to drive due to no public transport options.
  • Benefits: Benefits include a pension contribution, life assurance, rising annual leave, and product discount.