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Customer Services Manager
2 weeks ago
Customer Services Manager, Customer Support Manager, Customer Services Team Lead, Customer Services Co-Ordinator, Direct Marketing, Sales, Permanent, West Drayton
**Customer Services Manager**
A Customer Services Manager is required to join a UK team based in West Drayton, London.
Ensuring the satisfaction of all their customers is a vital to their success, and as such, the role of Customer Services Manager is critical.You will lead the Customer Services team who act as the first point of contact, providing new and existing customerswith the best possible service in relation to billing inquiries, service requests, suggestions, and complaints.
This role is a key direct report to the Head of Operations. You will also work alongside colleagues in Finance and Sales, as well playing a vital role in the allocation and co-ordination of work to Service Engineers.
**Day in the Life**
As the Customer Services Manager, you will be responsible for:
- Efficient preparation, generation and recording of customer orders, bills and accounts;
- Working closely with Finance to ensure the availability of monthly and other periodic billing summary reports and financial statements to enable the company to take informed decisions in the business interest;
- Management of customer pricelist and agreements, ensuring systems are continuously updated and reflective of up-to-date prices;
- Liaison with existing customers as they approach end-of-lease, focussing on successful retention / conversion to further sales;
- Leading all ISO related activities in behalf of the company for example in relation to Quality, Environmental and Food Safety standards;
- Spotting opportunities for service and process improvements to improve customer service;
- Identify upselling opportunities to maintain and increase income streams from customer relationships
- Enter and maintain records of enquiries, comments and complaints to enable excellent data management that supports the company to the identify patterns, trends and opportunities;
In this role you'll also be required to ensure that the Customer Services team:
- Provide product and service information to customers, consistent with service and quality standards;
- Deal with inquiries and complaints fairly and effectively, ensuring additional work requirements requiring further customer communication are efficiently picked up and acted upon;
**Must haves**:
- Minimum of 2 years’ experience as a Customer Services team lead / co-ordinator
- Experience operating in a services / hospitality environment
- Good financial business acumen
- Understanding of key legislation including consumer law / GDPR
**Nice to haves**:
- 3 years’ experience as a Customer Services team lead / co-ordinator
- A formal Customer Services / Supervisory qualification
- Prior knowledge of the coffee industry
- The ability to evidence problem solving and troubleshooting competence
**What separates the best from the rest**:
- Extensive customer services experience
- Be able to evidence an innovative approach to change and process improvement
- Be able to evidence co-ordination of work across several departments and process activities
- Strive to improve via self-development - the interest and potential to develop your career further with the company.
**Team Culture**:
They put their values high. They guide them and help them build trust. They are fundamental for their culture moving forward and originate from the values that have been shaping and forming their actions and decisions since 1906.
**When joining them you will get**:
- A people centric culture
- Loads of coffee & Fika with great colleagues
- International career opportunities
**Vacancy Information**:
- Location: West Drayton, London
- Salary range: Competitive Salary
- Job type: Permanent
- Job Section: Sales
- Working Hours: Full time (37.5 hours per week)
- Reference: MI874
- Contact: Mamoona Ibrahim
**About Klein Hamilton Recruitment**
Customer Services Manager, Customer Support Manager, Customer Services Team Lead, Customer Services Co-Ordinator, Direct Marketing, Sales, Permanent, West Drayton
