Customer Service Manager

3 weeks ago


Northfleet, Kent, United Kingdom Euro London Appointments Full time

Job Title: Customer Service Manager

Location: Office-based

Salary: £48,000 - £54,000 + annual bonus

Job Type: Permanent

We are seeking a proactive leader to oversee multiple customer service teams and ensure a high level of satisfaction across our client's operations. As the Customer Service Manager, you will take full responsibility for managing the customer service function, leading multiple teams and team leaders to success.

About the Role:

As the Customer Service Manager, you will be responsible for driving performance and accountability across the customer service teams. You will establish clear performance metrics, provide hands-on coaching, and ensure the seamless resolution of customer issues.

Key Responsibilities:

  • Oversee and manage the customer service teams, driving performance and accountability.
  • Establish KPIs, clear team goals, and daily objectives to ensure operational excellence.
  • Provide ongoing training, coaching, and development to team members to support continuous improvement.
  • Investigate customer complaints, identify root causes, and implement effective solutions to avoid recurrence.
  • Conduct regular appraisals and performance reviews, fostering a culture of growth and achievement.

What We're Looking For:

  • Proven experience in a goods-based customer service role.
  • Strong management experience, with a track record of successfully leading customer service teams.
  • Proficient in Microsoft Office (Outlook, Excel, Word).
  • Target-driven and comfortable working in a fast-paced, high-pressure environment.
  • Experience in setting KPIs and driving team performance.
  • Advantageous but not essential: Knowledge of SAP, fluency in French, Spanish, or Portuguese.

Benefits:

  • Competitive salary of £48,000 - £54,000, plus annual bonus.
  • 25 days of holiday, plus bank holidays.
  • Life insurance coverage.
  • Excellent company pension scheme.
  • A wide range of additional benefits and perks.

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