Customer Service Manager

4 days ago

Watford, United Kingdom Page Group Full time

Experience Customer Service Manager needed for an electronic or communications production environment. You will need passion to provide excellent service in a busy and dynamic work environment. Those that are successful in the role are typically capableof processing relatively complex logical concepts and/or have an interest in technology, computing or electronics.

**Client Details**

Leading IoT supplier based in Watford. This business is private equity backed and is scaling from growth in the next 2 years.

**Description**

Responsibilities include:

- Innovate and implement new initiatives whilst looking to refine processes to further improve the customer experience.
- Overall responsibility to lead, inspire, develop and motivate Supervisors & Team Leaders to deliver a best-in-class customer experience..
- Manage all aspects of the teams day-to-day management and work allocation to ensure performance is in line with agreed KPIs & SLAs.
- Act as an escalation point/go-to person for team members.
- Overall responsibility of the training and development of your team including managing the Quality Assurance program.
- Support colleagues with the use of in-house tools, by providing necessary training and advice.
- Carry out all tasks in an efficient, professional and courteous manner; leading by example to the Customer Service Department.
- Resolve top-level 2nd/3rd line customer escalations by liaising with various departments to obtain resolution.
- Overall responsibility for recruitment, appraisal and absence management process for the team.

**Profile**

In order to be successful you must have demonstrable experience of the following:

- Minimum 5 years experience managing customer service teams.
- Experience in Customer Services/Contact Centres.
- Performance evaluation and case management.
- Excellent interpersonal and communication skills, both written and verbal
- Ability to work well under pressure
- Excellent leadership and organisational skills with an ability to motivate and inspire
- Strong time management and self motivation skills
- Experience in electronics or communications industry desirable
- Proficient user of MS suite and experience of CRM systems e.g. Salesforce

**Job Offer**
- Competitive salary
- Hybrid working (3 days in the office, 2 working from home.
- Competitive benefits package including 25 days annual leave (plus 8 bank holidays)

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