Senior Customer Service Manager

3 weeks ago


Cardiff, Cardiff, United Kingdom AWD online Full time

We are looking for a Senior Customer Service Manager to join our team at AWD online. This role involves overseeing all aspects of customer service, including inbound and outbound customer interactions, complaint resolution, and team management.

Key Responsibilities:
  • Strategic Leadership: Develop and implement a long-term customer service strategy aligned with the company's overall business objectives.
  • Team Development: Build, motivate, and inspire a high-performing customer service team.
  • Customer Experience: Drive continuous improvement in customer satisfaction and loyalty by analysing customer feedback and implementing innovative solutions.
  • Operational Excellence: Oversee day-to-day operations, ensuring efficient and effective service delivery.
  • Performance Management: Set clear performance expectations, monitor key performance indicators (KPIs), and provide regular performance feedback to team members.

Requirements:

  • Proven track record in customer service leadership roles.
  • Strong understanding of customer service best practices, industry trends, and regulatory requirements.
  • Strong analytical and problem-solving abilities, with a focus on data-driven decision making.


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