Customer Service Manager

2 weeks ago

Portsmouth, Portsmouth, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
About the Role

We are seeking a highly experienced and skilled Customer Service Manager to lead our Customer Services Department and drive business growth across KINTO UK. As a key member of our leadership team, you will be responsible for cultivating a high-performing and engaged team, increasing customer satisfaction, and developing and implementing strategies to drive business growth.

Key Responsibilities
  • Lead and coach the Customer Services Department to achieve exceptional customer satisfaction and business growth.
  • Develop and implement strategies to improve customer service delivery, including process improvements and technology enhancements.
  • Collaborate with cross-functional teams to drive business growth and improve customer experience.
  • Develop and manage budgets and resources to achieve business objectives.
  • Monitor and analyze customer feedback and metrics to identify areas for improvement.
  • Lead and participate in projects to improve customer service processes and technology.
  • Develop and implement training programs to enhance customer service skills and knowledge.
  • Collaborate with the Account Management team to support effective customer relationships.
  • Develop and implement strategies to improve customer retention and loyalty.
  • Monitor and report on customer satisfaction and service level metrics.
Requirements
  • Proven experience in a senior customer service leadership role, with a track record of driving business growth and improving customer satisfaction.
  • Strong leadership and coaching skills, with the ability to motivate and develop a high-performing team.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
  • Strategic thinking and problem-solving skills, with the ability to analyze complex customer service issues and develop effective solutions.
  • Experience with customer service technology and process improvements, including CRM systems and data analytics.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and develop insights to drive business growth.
  • Ability to work in a fast-paced environment, with multiple priorities and deadlines.
  • Strong business acumen, with the ability to understand and analyze business metrics and drive business growth.
What We Offer
  • Competitive salary and bonus structure.
  • Opportunities for professional growth and development.
  • Collaborative and dynamic work environment.
  • Flexible working arrangements, including hybrid working policy.
  • Excellent benefits package, including pension scheme, private medical cover, and life assurance scheme.
  • Discounts on Toyota and Lexus cars.
  • Volunteer days and wellbeing events.
How to Apply

If you are a motivated and experienced customer service professional looking for a new challenge, please submit your application, including your CV and a cover letter outlining your experience and qualifications for the role.

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