Customer Service Manager

2 days ago

Chelmsford, United Kingdom Huntress Full time

Customer Service Manager

We are proud to be partnering with a great client of ours in the Chelmsford area who are seeking Customer Service Manager to join their small growing team. This position is management of clients/customers, not overseeing internal staff, and servicing themto a high standard.
This position will suit someone who genuinely enjoys Customer Service and professionally thrives on resolving customer issues. Experience of dealing with large numbers of customers would be very beneficial alongside being analytically minded (comfortable withdata) and a great problem solver.

Duties will include:

- Provide both a reactive and proactive services to our customer base
- Work with a large number of internal stakeholders to resolve customer issues/escalations
- Own the issue resolution ensuring you exceed customer expectations.
- Closely monitor Support cases and NPS data
- Focus on delivering service excellence through engagement therefore confidence and experience in speaking to a large number of Customers, some of which will be in a challenging situation is absolutely essential in this role
- Experience working in a Customer Success Manager or Customer Service Manager role is essential.
- Strong interpersonal skills, customer empathy and determination to resolve issues
- Ability to influence others (internal and external stakeholders) through persuasion, negotiation, and consensus building
- Enthusiastic and creative in problem solving
- Ability to work in a small team with exceptional communication skills and willingness to work with others/provide cover/support during peak demand times/holidays/sickness.
- The ability to plan, prioritise and work on several projects at once.
- The ability to work autonomously and as part of a team with effective communication skills, actual and virtual.

Benefits to this role include:
30-45k salary dependent on experience
Monday-Friday 37.5 hours per week with a 2pm finish on Fridays
Remote working available but ability to attend the Chelmsford office for meetings etc. is required
24 days holiday

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