Customer Services Manager
Chandlers Ford
Competitive Salary
Monday to Friday
 
Churches Fire Security Ltd is an industry leading National Fire Security business who is rapidly growing and seeking a proactive and motivated professional to join their team. Churches Fire has a track record of providing fantastic opportunities to candidates throughout the country.  We are now seeking a Customer Services Manager to work from our newly refurbished state of the art Head Office in Chandler’s Ford.
 
Key Responsibilities:

• To manage, motivate and your team to ensure high level of customer service is being delivered and achieved
• To regularly complete audits to ensure we are monitoring the team
• Ensure yourself and your team are functioning within the set SLA and suggest areas for improvement to your manager, this will include resource planning.
• Hold regular appraisals with your team, that have clear set defined objectives that are challenging yet achievable
• Have regular review meetings with set agendas with your direct reports to ensure any KPI/data figures that are over or under performing, plan and execute any findings
• To be responsible for the training, developing, on-boarding and recruitment of your team
• Input into the design and process of your team so we can strive to improve ourselves
• Managing the customer’s expectation in line with the Service department
• Monitor and maintain data queues, keeping NAV data up to date at all times
• Understanding customer requirements, ensuring they work for us as a business, communicating in the correct forum to achieve best results
• Ensure complaints are dealt with appropriately
• Customer satisfaction surveys are sent out regularly
• Work closely with Finance to ensure customer specific requirements are being met without any disruption to our terms and conditions
• Ensuring our knowledge of NAV is used to deliver effective customer service
• Ensure procedures are up to date and current. This will involve ensuring best practice and time saving is taken into consideration constantly
• To deliver the training of new staff members and oversee the training path from start to finish
• Work closely with other departments to ensure processes dovetail correctly with other departments by providing evidence from e-mails etc and meeting notes
• To ensure that new development is rolled out effectively and efficiently: plan for training, use training paths, evidence will be from audits of work subsequent to training
• To identify your own training and developmental needs and proactively participate in achieving in line with your managers
• To cover for other Managers if required

 
The ideal candidate:

• Must have experience in people management
• Must have a passion for customer service to ensure our customers are looked after to a high standard
• To ensure you and your team are working to service level agreements
• To have experience in managing a team within budget
• To be confident in attending and chairing meetings when required
• To always promote and represent the Churches Fire reputable brand

 
Apply now or contact the Recruitment Team: recruitment@churchesfire.com / 03330112328