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Customer Service Manager

Vacancy Title: Customer Service Manager
Contract Type: Permanent
Location: Fareham, Hampshire
Industry:
Salary: Up to £30000.00 per annum
REF: BBBH5232_1543267039
Contact Name: Dynamite Recruitment
Contact Email: contact@dynamiterecruitment.com
Vacancy Published: 14 days ago

Vacancy Description

Customer Service Manager

Salary: £30000 per annum

Plus, fantastic benefits which include the following

  • 20 days holiday increasing to 25 days, plus bank holidays
  • Performance related bonus paid monthly
  • Discounts on products and services
  • Discounted gym membership
  • Annual events including the Christmas Party
  • Quarterly employee reward programme
  • Length of service awards
  • Employee of the year and Employee's employee of the year
  • Personal and professional development of staff members
  • Enhanced Maternity pay (based on length of service)
  • Pension scheme
  • Cycle to work scheme
  • Childcare vouchers
  • Eye-care vouchers
  • Death in service benefit

Hours of work: Monday to Friday 8am to 6pm - 40 hours a week

Location: Fareham / Southampton area

Dynamite Recruitment is currently working in partnership with a very well established, award winning business based in Hampshire.

Due to company developments our client is looking to recruit a Customer Service Manager

As a Customer Service Manager you will be responsible for managing a team of Customer Service Account Managers, motivating and coaching consistently to ensure performance improvements for both members of the team and the business, against the department and company KPI's. As the senior of the business you will handling complaints efficiently balancing the needs of customers and the business at all times.

You will also work closely with managers and heads of departments as well as work closely with external clients and partners

Key duties will include the following:

  • To manage a team of skills and experienced account managers
  • To support with the management of Key client accounts for the business
  • Coach and mentor a team to lead them to success and provide support at all times
  • Effective resource planning and management, accounting for hours of cover; workload demands and team availability, to ensure all service level targets are achieved
  • Actively encourage and engender a positive working environment and a great team spirit
  • Ensure delivery of customer SLA's and assist in improving team and department KPI's
  • Assisting with the induction, training and development of team members, recognising and acting on areas for improvement
  • Complaint handing and resolution where required with key clients
  • Observe and record team and department performance , make changes where you can see area for improvement
  • Complete regular service quality checks with key clients
  • Manage customer credit requests, balancing great service with commercial sense

The ideal customer service manager will have had previous experience in managing a corporate customer service team

You will be / have

  • Tenacious and target driven
  • Ability to defuse situations , take ownership and have strong decision making skills
  • Driven, results orientated
  • Excellent listening skills
  • Strong problem-solving skills
  • A proactive approach
  • Attention to detail and accuracy
  • Inspirational leadership, demonstrates success, promotes team responsibility
  • Strong people management skills
  • Ability to drive a team to ensure they contribute to the overall success of the organisation
  • Effective coaching skills
  • Highly proficient IT skills, including the use of Microsoft Office software.
  • Ability to support, train and identify the needs of the Business Team
  • Performance manager - understands performance drivers, promotes self-management
  • Change management - ability to work through an environment of change and effectively lead the Corporate team through transitions beyond their control
  • Excellent decision making skills, taking ownership and responsibility
  • Delivers an exceptional customer experience and inspires others to do the same
  • Able to plan and effectively prioritise own and team workload to ensure deadlines are met

To be considered please submit your CV Immediately

Dynamite Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.