Customer Service Manager

4 days ago

Brentford, United Kingdom Access Self Storage Full time

**Job Title: Customer Service Manager**

**Reports to**:Head of Operations

**Location**:Brentford

**Salary**: Competitive plus benefits

**Job Purpose**:The primary role of Customer Service Manager is to improve the customer service experience, maintain customer satisfaction and facilitate organic growth by taking ownership of customer issues.

**_MAIN DUTIES AND RESPONSIBILITIES_**
- Manage the day-to-day performance of the Call Centre Operations, working closely with the Call Centre Team Leader to deliver a best in class service, exceeding all KPIs.
- Responsible for the recruitment, coaching and mentoring of the team to ensure they are equipped with the right skills and attributes.
- Set sales conversion and customer satisfaction targets and manage team’s performance, ensuring key objectives and KPIs are consistently achieved.
- Review the current sales processes and the associated customer experience and ensure that these enable the team to deliver the business objectives and also support cross company initiatives to drive improvements, improve efficiency and reducecomplaints.
- Prepare Call Center performance reports by collecting, analysing, and summarising data and trends and review this with key stakeholders.
- Enhance the quality of customer interactions, ensuring quality assurance, compliance and legal obligations are met across all interactions.
- Ensure the delivery of first class customer service by proactively communicating with customers in a professional and efficient manner.
- Responsible for the management of customer service mailbox and be the main point of contact for customer complaint escalation to ensure that the issues are resolved efficiently.
- Manage online review platforms
- including TrustPilot, Google Reviews and social platforms.
- Manage insurance claims process end to end including acting as a liaison between internal and third parties on the following policies:

- Customer goods
- Contractors Liability
- Public Liability
- Personal Injury
- Damage Recovery
- Manage ongoing working relationships with suppliers and insurers.
- Any other ad-hoc tasks advised by the Head of Operations.

**_CANDIDATE REQUIREMENT_**
- At least 3 years of proven work experience as Customer Service Manager within a Call Centre/Sales environment.
- Experience within a retail sector would be advantageous.
- Highly experienced with call centre analytics and corresponding metrics, ability to analyse data, identify trends and inconsistencies to develop action plans for improvement.
- A good understanding of working with KPIs and conversion rates.
- Excellent Leadership, Sales and People Management skills.
- Proven ability to manage a team and deliver results.
- Complaint handling experience and ability to deal with demanding customers and escalations.
- Experience of acting as a liaison when handling customer insurance claims preferred but not essential.
- Be proficient in MS Office skills.

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