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Customer Service Director

2 months ago

Chepstow, Monmouthshire, United Kingdom The Growth Consultants Full time
About The Role

We are seeking a highly skilled and experienced Customer Service Manager to join our dynamic team at The Growth Consultants. As a key member of our operations team, you will be responsible for driving the customer service operations to new heights.

Key Responsibilities
  • Customer Service Strategy
    • Develop and implement a customer-centric service strategy to enhance customer satisfaction and retention.
    • Monitor and analyze customer feedback to identify areas for improvement.
  • Team Leadership
    • Lead and manage a team of customer service professionals to ensure excellent service delivery.
    • Coach and train team members to maintain high competence levels.
  • Operational Excellence
    • Plan and manage customer service operations within budget and relevant KPIs.
    • Implement operational improvements for new business processes and quoting procedures.
  • Credit and Collections
    • Handle the start-up and termination processes for customers.
    • Provide solutions to customer issues within your mandate, including credit notes.
  • Reporting and Analysis
    • Monitor SLA compliance and manage successes and failures.
    • Prepare and present regular reports to stakeholders on customer service performance.
Requirements
  • A successful background leading and managing a customer service team in a B2B environment.
  • A commitment to continuous improvement within the department and team.
  • Excellent communication and interpersonal skills.
  • Ability to listen and influence peers and team members.
  • Strong organizational skills to ensure timely task completion for yourself and others.
What We Offer
  • A basic salary up to £48,000.
  • Private Medical Insurance.
  • Life Assurance.
  • 33 Days Holiday.
  • Company Pension Scheme.
  • On-site parking.
  • Career progression opportunities.
  • Ongoing personal development/training opportunities.
  • Opportunity to work with a successful team.
  • Employee assistance programme.