Customer Service Manager

Job Title: Customer Service Manager
Contract Type: Permanent
Location: Chandlers Ford
Reference: 1038628
Contact Email:
Job Published: February 25, 2021 10:01

Job Description

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: / 03330112328