Customer Service Manager
1 month ago
Kick ICT Group
Kick ICT Group is one of the fastest growing providers of IT Services in the UK, with a talented and highly skilled team that provide outstanding service and value to our customers.
Founded in April 2015 by CEO Tom O’Hara, Kick has grown rapidly with acquisitions playing a vital role in shaping Kick as a respected leader within the industry. Since 2015, nine acquisitions have been made. These acquisitions
alongside our strong organic growth have been the key elements in our ability to scale and expand the range of services and levels of expertise that Kick provides to our customers.
Combining over 40 years of expertise and service from respected industry players, Castle and Talon, our five divisions, Technical, Dynamics, Infor, Communications and KickSecure allow us to deliver tailored expertise to each customer.
We pride ourselves on our commitment to providing outstanding IT solutions, services and support. Yet we believe that it's how we work with people that is most important to us.
You can trust in our expertise.
The Role
BASE LOCATION: Bellshill
SALARY: Up to £45K - Depending on skills and experience
WORKING PATTERN: Permanent I Full-time (35 hours per week)
ROLE PURPOSE:
To assist in ensuring the smooth and efficient management of customer service operations, serving as the main escalation point for any service-related issues. You will play a key role in maintaining customer satisfaction by addressing problems quickly, preventing issues from arising, and ensuring that customer service operations run smoothly.
Key Responsibilities
- Act as an escalation point for customer service issues and problems ensuring that all concerns are addressed promptly and professionally.
- Continuously monitor the customer service landscape to identify any emerging issues or potential challenges that could impact customer satisfaction. Proactively take steps to head off issues before they arise, ensuring a seamless experience for customers.
- Collaborate with other departments to gain insights into potential areas of concern and develop strategies and best practices to prevent common customer service issues.
- Consistently review progress of projects to prevent anything going off-course or support calls that are not proceeding as expected, including;
- Identifying and assessing potential issues early on
- providing constructive feedback to the business
- recommending corrective actions
- Work cross-functionally and collaboratively with various teams (Sales, Operations, Project Management, and Support) to improve service delivery and ensure that customer service operations are aligned with business objectives and customer expectations, including;
- Provide feedback to teams about recurring service issues and work together to implement solutions.
- Share insights on customer service trends and improvement opportunities.
- Continuously assess customer satisfaction levels utilising metrics including NPS and customer feedback and agree adjustments to service delivery as needed to enhance the overall customer experience.
- Develop initiatives aimed at improving customer retention and positive relationships.
- Track, analyse, and report on customer service overall performance, providing regular reports to the Operational Board on the status of customer service key metrics, including.
- Use data-driven insights to suggest improvements to processes and team performance.
- Regularly review service delivery and make recommendations for improvements based on feedback and performance metrics.
What do I need?
- Previous experience within a customer service management role in the IT industry
- Excellent interpersonal skills and experience in managing complex customer relationships
- Experience of implementing and embedding customer service frameworks and processes which assist in ensuring a positive customer experience
- Ability to work in a fast paced, constantly changing environment
- Demonstrable experience in creating an analysing reports and data to identify challenges and advise on appropriate solutions
- Excellent communication, time management, and problem-solving skills
- Ability to work with all levels of stakeholders and across business divisions
Benefits
- Competitive salary
- 30 days annual leave (plus a birthday holiday)
- Additional Service Days
- Group personal pension plan
- Private medical insurance scheme
- Hybrid Working
- Life cover (2 x final salary)
- Cycle to work scheme
Kick ICT Group recognise the value of a diverse workforce and are committed to making our working environment inclusive for all.
-
Customer Service Manager
1 month ago
Bellshill, North Lanarkshire, United Kingdom William Grant & Sons Full timeJob Description:The Customer Service Manager will oversee the delivery of the Supply Chain strategy in line with company and Business Unit objectives, ensuring consistency across Customer Service and Customer Facing Supply Chain in line with agreed service and quality standards.Main Responsibilities:Oversee the delivery of the Supply Chain strategy in line...
-
Customer Service Manager
4 days ago
Bellshill, North Lanarkshire, United Kingdom Tesco Partners Full timeAbout the JobWe are seeking an experienced Café Manager to oversee daily operations in one of our cozy cafés. As a key member of our team, you will be responsible for ensuring exceptional customer service and leading a friendly team of colleagues.The ideal candidate will have a background in hospitality, with experience in supervisory roles and above. You...
-
Customer Service Manager
4 days ago
Bellshill, North Lanarkshire, United Kingdom North Lanarkshire Council Full timeAbout the RoleWe are seeking a highly motivated and customer-focused Facilities Administrator to join our team at North Lanarkshire Council.Key ResponsibilitiesProvide exceptional customer service to members of the public, ensuring a positive experience when interacting with our facilities.Contribute to building control and security efforts, maintaining a...
-
Customer Service Delivery Specialist
6 days ago
Bellshill, North Lanarkshire, United Kingdom Yodel Careers Full time**Job Description**We are looking for a Customer Service Delivery Specialist to join our team at Yodel Careers. As a Parcel Delivery Driver, you will be responsible for delivering excellent customer service and ensuring that parcels are delivered safely and efficiently.Responsibilities:Delivering parcels to customers in a timely mannerProviding excellent...
-
Customer Service and Facilities Coordinator
1 week ago
Bellshill, North Lanarkshire, United Kingdom North Lanarkshire Council Full timeAbout Our TeamWe are seeking an experienced candidate to join our team as a Customer Service and Facilities Coordinator. As a member of our team, you will play a crucial role in ensuring that our facilities are well-maintained and that our customers receive exceptional service.Your primary responsibilities will include interacting with members of the public,...
-
Service Delivery Manager
1 day ago
Bellshill, North Lanarkshire, United Kingdom BUUK Infrastructure No 2 Limited Full timeJob Title: Service Delivery ManagerWe are seeking a skilled Service Delivery Manager to lead our team in delivering exceptional service to our customers. The successful candidate will have experience in utility infrastructure operations, with a strong focus on safety and customer satisfaction.This role is responsible for ensuring the safe installation and...
-
Customer Service and Facilities Coordinator
4 days ago
Bellshill, North Lanarkshire, United Kingdom North Lanarkshire Council Full timeSalary: £18,000 - £22,000 per annum (dependent on experience)We are seeking a skilled Facilities Administrator to join our team. Key responsibilities include:Dealing with customers and providing exceptional serviceEnsuring building security and control measures are in placePerforming routine cleaning and maintenance dutiesSuccessful candidates will have...
-
Customer Service Operations Director
6 days ago
Bellshill, North Lanarkshire, United Kingdom Teleperformance Full timeJob Title: Assistant Contact Centre ManagerDepartment: Operations (Public Sector)Management Responsibility for: Team LeadersTravel Required: Yes - InfrequentReports to: Operations Centre ManagerLocation:This role is responsible for managing a team of team leaders in the public sector. The successful candidate will be required to travel occasionally, but...
-
Restaurant Service Associate
4 weeks ago
Bellshill, North Lanarkshire, United Kingdom McDonald's Full timeYour Role and ResponsibilitiesWe're looking for a skilled and enthusiastic individual to join our team as a Delivery Crew Member. If you're motivated, hardworking and enjoy working with people, this could be the perfect opportunity for you! As a key member of our team, you'll play a vital role in ensuring our customers receive the highest level of service...
-
Public Services Coordinator
7 days ago
Bellshill, North Lanarkshire, United Kingdom North Lanarkshire Council Full timeAbout This RoleWe are seeking a highly organized Facilities Administrator to join our team at North Lanarkshire Council. As a key member of our facilities management team, you will play a vital role in ensuring the smooth operation of our buildings and services.Main Responsibilities:Delivering excellent customer service to members of the publicMaintaining...
-
Part Time Customer Service Representative
4 days ago
Bellshill, North Lanarkshire, United Kingdom Stafffinders Full timeWe are seeking a highly skilled and experienced Receptionist to provide holiday cover for Stafffinders in Bellshill. This is a temporary position that requires candidates who can manage all front-desk responsibilities independently.The role involves standard reception duties including greeting visitors, handling phone calls, managing the reception area,...
-
Customer Acquisition and Retention Executive
2 days ago
Bellshill, North Lanarkshire, United Kingdom Radius Full time**Job Description**We are seeking a highly motivated Customer Acquisition and Retention Executive to join our sales team at Radius. As a key member of our team, you will be responsible for acquiring new customers, expanding our existing customer base, and maintaining strong relationships with customers to drive revenue growth and long-term loyalty.You will...
-
Public Service Assistant
7 days ago
Bellshill, North Lanarkshire, United Kingdom North Lanarkshire Council Full timeJob SummaryThis is a fantastic opportunity to work as a Facilities Administrator with North Lanarkshire Council, supporting the community and delivering exceptional customer service.The successful candidate will have experience in facilities management, security, cleaning, and minor repairs, with a strong focus on customer satisfaction.We offer a competitive...
-
Financial Services Specialist
4 days ago
Bellshill, North Lanarkshire, United Kingdom CPI Mortars Limited. Full timeCompany OverviewCPI Mortars Limited is a leading manufacturer of dry mortar products, serving the UK construction industry. With a strong presence in the market, we are committed to delivering high-quality products and excellent customer service.We pride ourselves on being a responsible business, prioritizing sustainability and community engagement. Our...
-
Poolside Service Coordinator
4 weeks ago
Bellshill, North Lanarkshire, United Kingdom North Lanarkshire Council Full timeWe are seeking a highly motivated Poolside Service Coordinator to join our team at North Lanarkshire Council. In this role, you will play a vital part in ensuring the smooth operation of our sports venues, providing exceptional customer service and maintaining a safe environment for visitors.About the Job: The successful candidate will be responsible for...
-
Food Service Assistant
3 weeks ago
Bellshill, North Lanarkshire, United Kingdom North Lanarkshire Council Full timeNorth Lanarkshire Council is a public service organisation that provides various services to the community. As a Catering Assistant, you will be working in a part-time food service role where your key responsibilities include preparing and serving meals and beverages to customers.Key Responsibilities:Preparing meals and beverages for customersServing...
-
Financial Services Specialist
4 days ago
Bellshill, North Lanarkshire, United Kingdom CPI Mortars Limited Full timeJob OverviewWe are seeking a highly skilled Financial Services Specialist to join our team at CPI Mortars Limited. This is a great opportunity for candidates keen to develop varied experience within our Finance Team at our head office.Key Responsibilities:Process sales invoices and credit notes for various manufacturing sites.Analyze service charge invoices...
-
Administrative Support
1 week ago
Bellshill, North Lanarkshire, United Kingdom North Lanarkshire Council Full timeAbout This OpportunityWe are excited to offer an opportunity for an experienced Administrative Support - Customer Focus professional to join our team. As a member of our team, you will play a key role in delivering exceptional customer service and ensuring that our facilities are well-maintained.Your primary responsibilities will include interacting with...
-
Supply & Inventory Controller
4 days ago
Bellshill, Scotland, North Lanarkshire, United Kingdom William Grant & Sons Full timeJoin the team behind iconic spirits brands – your next adventure starts here!You'll effectively manage finished goods inventory to agreed targets, ensuring a high level of availability for customers whilst controlling working capital. You'll also influence stakeholders to achieve targets and improve Supply Chain performance.Main Responsibility•...
-
Field Service Specialist
1 week ago
Bellshill, North Lanarkshire, United Kingdom ENGINEERINGUK Full timeRole OverviewWe are seeking a skilled Field Service Engineer to join our team in the UK. The successful candidate will be responsible for installations, fault fixing, and delivering exceptional customer service. This role offers a competitive salary of £29,000, plus overtime (on average £4,700) and performance-based commission of £2,500.