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Service Experience Manager
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We are seeking a highly experienced Customer Service Manager to join our team in Swindon. The successful candidate will have a strong background in customer service leadership, with a proven track record of driving customer satisfaction and loyalty. You will be responsible for developing and implementing customer service strategies that drive business growth and excellence.
About the Company
Siamo Group Ltd is a leading print brand that reaches all corners of the UK. We provide bespoke products to a range of industries and well-known household names. Our team is passionate about delivering exceptional customer service, and we are looking for someone who shares our values and commitment to excellence.
Key Responsibilities
* Develop and implement customer service strategies that drive business growth and excellence.* Engage with our diverse client base, supporting their growth and addressing any queries they may have.* Raise complex orders for production via our MIS platform.* Lead our talented team of Account Managers with support and training.* Ensure all customer service processes support company success.* Engage in conflict resolution and negotiation to effectively manage customer complaints and escalations.* Cultivate long-lasting relationships with all customers.* Provide prompt assistance to your team for any escalations.* Collaborate with Production to resolve any production and dispatch issues.* Communicate and coordinate with internal departments to ensure timely order dispatch.* Maintain comprehensive knowledge of company policies and procedures to address issues such as returns, quality concerns, and delivery challenges.* Understand our network of delivery partners and their web portals.
Requirements
* Previous exposure as a Customer Service/Call Centre Manager is essential due to nature of the role.* Lead a talented team of Account Managers with support and training.* Ensure all customer service processes support company success.* Engage in conflict resolution and negotiation to effectively manage customer complaints and escalations.* Cultivate long-lasting relationships with all customers.* Provide prompt assistance to your team for any escalations.* Collaborate with Production to resolve any production and dispatch issues.* Communicate and coordinate with internal departments to ensure timely order dispatch.* Conduct project work based around customer experience improvements* Engage with a diverse client base, supporting their growth and being able to address any queries they may have.
What We Offer
* A competitive salary range £38,000 - £45,000 DOE
* Excellent professional development opportunities and regular in-house progression paths offered
* Company pension scheme
* Employee Life insurance
* Cycle to work scheme
* On-site parking
This is a fantastic opportunity to join a dynamic team and take your career to the next level.
