Customer Service Manager

2 weeks ago

Newmarket, United Kingdom Exact Sourcing Ltd Full time

Are you a customer services manager looking to bring your expertise and experience to a new position? If you are a confident, motivational and creative manager than this might be the opportunity for you.
Our client based in Newmarket, is looking for an experienced customer services manager to lead the team and implement improvements to the current processes.
As a customer services manager, you will:

- Lead or supervise a team of customer service staff
- Learn about the organization’s products or services and keep up to date with changes
- Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants
- Work alongside quality control to handle customer complaints efficiently.
- Issue refunds or compensation to customers
- Keep accurate records of discussions or correspondence with customers
- Analyse statistics or other data to determine the level of customer service your organization is providing
- Write reports and analyze the customer service that your organization provides
- Develop feedback or complaints procedures for customers to use
- Improve customer service procedures, policies, and standards for your organization or department
- Meet with other managers to discuss possible improvements to customer service
- Manage staff appraisals/one-to-one and give productive feedback.
- Train staff to deliver a high standard of customer service
- Keep ahead of developments in customer service.
- Train staff to deliver a high standard of customer service
- Keep ahead of developments in customer service.

As a customer service manager, you will have:

- Proven extensive experience in effectively leading a team in a managerial position within an operations business - Customer Services
- Management experience with in-depth knowledge of Customer Services principles and practices
- Proficiency in CRM systems
- Knowledge of medical devices or working with the NHS preferred.
- Skills and Attributes
- Communication skills that allow you to inform, help and advise customer service staff clearly and to liaise effectively with other professionals
- Listening skills, to understand exactly what teams require.
- Problem-solving skills
- Confidence, patience, politeness, tact, and diplomacy, when dealing with difficult situations
- Motivational skills and an ability to manage and lead a team of customer service assistants
- Creative thinking, to be able to come up with new ideas to improve customer service standards
- Ability to work well under pressure
- Organisational and planning skills to develop customer service policies
- Commitment to improving your customer service skills on an ongoing basis.

If you are looking for the next challenging role that will offer you a great sense of job satisfaction, this position could be of interest to you.
Exact Sourcing is an equal opportunity employment agency.

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