Customer Success Manager

16 hours ago


Glasgow, Glasgow City, United Kingdom McQueens Dairies Full time
About Us

McQueens Dairies is a leading company in the industry, committed to delivering exceptional customer service.

Job Description

We are seeking a highly skilled Customer Success Manager to join our team. The successful candidate will be responsible for managing a multi-disciplined team in a customer-centric environment, driving success and satisfaction through hands-on coaching, quality assurance, and strategic business changes.

Key Responsibilities:
  • Day-to-day management of Customer Service Advisors, covering various outcomes from sales to retention, including upselling products with existing customers and achieving KPIs.
  • Coaching and feedback to ensure productivity and exceed performance targets, providing analytics for department meetings and demonstrating adherence to KPIs.
  • Responsible for Quality Assurance of team outputs, identifying areas for improvement and implementing process changes to enhance customer experience.
  • Management of strategic business changes and team performance, motivating teams to deliver results and exceeding customer expectations.
  • Serving as an escalation point for customer queries, supporting team members with personal development and onboarding.
  • Regular call dip checks and investigations to ensure quality standards are met, creating a world-class service culture that empowers teams to own customer queries.
  • Collaborating with Retention, Marketing, and Depot teams to advocate for process improvements and drive business growth.
Requirements:
  • Excellent customer service skills, previous contact centre experience desirable.
  • A proven record in sales and negotiation, with strong self-management skills and ability to work in a fast-paced environment.
  • Knowledgeable on MS Office and able to work effectively in a team, with a strong focus on delivering results.
Estimated Salary: £40,000 - £60,000 per annum

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