Customer Service
17 hours ago
**Customer Service & Operations Manager**
**Twickenham**
**£55,000 - £60,000**
**Role Profile**
Cast UK are delighted to have partnered with a Furniture Manufacturer as they look to strengthen and add to their management team with the hire of an experienced Customer Service & Operations Manager**.**
The role of the Customer Service & Operations Senior Manager is to oversee the business day-to-day across both the customer service and operations teams to ensure we deliver a strong customer experience end-to-end and hit our internal KPIs
**Responsibilities of the role will include**:
- Manage the Customer Service & Operations plan and budget, maximising the performance delivered in line with agreed targets
- Manage and drive the Customer Service & Operations Teams to ensure they deliver the defined W&H experience and are experts on our products
- Manage the accurate forecasting and reporting for Customer Services & Operations against quantitative and qualitative KPIs, driving out key insights and recommendations
- Manage all key Customer Service & Operations external relationships and performance
- Manage all W&H stock to ensure it is fully accounted for and accurately reported on
- Manage the Customer Service & Operations Team recruitment, onboarding and training/ skills development, ensuring the team can undertake their roles to the best of their abilities and against agreed KPIs
- Manage all related data, systems and processes, always ensuring accuracy and compliance and suggesting and implementing improvements
- Manage cases and identify and drive through improvements for all common cases. Oversee all costs/ liabilities related to the cases, ensuring they are fully recovered
**Client information**
Our client is a furniture manufacturer
**Renumeration**
£55,000 - £60,000
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