An exciting opportunity has arisen for a Customer Service Manager as our client continues to expand and develop. You will be joining a fast-paced environment with a thriving and rapidly expanding business.

You will be required to lead, motivate and focus the Customer Service Team to achieve optimum performance, which should come as a second nature to you. You are required to have excellent communication, engagement and development of people skills supported by your exceptional attention to detail with a high degree of accuracy. Within the company, you are required to liaise with internal departments such as purchasing & warehouse. You will assist in dealing with third parties, including couriers and manufacturers to ensure we provide our customers with the best possible service.

Key duties will include:

• Lead and motivate the customer service team to achieve optimal performance levels.
• Ensure daily KPIs and SLA targets are met consistently while delivering high-quality service.
• Handle customer queries via various channels such as chat, email, and phone.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyse statistics and compile accurate reports.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of the industry’s developments and apply best practices to areas of improvement.
• Control resources and utilise assets to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.
• Build rapport with customers by providing accurate guidance.
• Address return queries effectively and seek sales retention opportunities.
• Engage in sales prospecting for new business opportunities.
• Maximize sales opportunities through in-depth product knowledge and commercial acumen.
• Develop product knowledge.

Candidate requirements

• Previous experience in customer service management or a related field is essential.
• Demonstrated leadership skills with the ability to supervise and communicate effectively.
• Strong analytical skills to manage data and make informed decisions.
• Leadership abilities to inspire and guide the team towards success.
• Strong communication skills to effectively manage customer inquiries and interactions.
• Ability to analyse data and make strategic decisions for improving customer service processes.
• Clear verbal and written communication skills.
• Excellent organisational and planning skills.
• Must be highly organised, methodical and have excellent attention to detail.
• Proven experience in troubleshooting and multi-tasking abilities.
• Excellent interpersonal skills and ability to work with a wide variety of contacts.
• Ability to work under pressure with competing demands, often to tight deadlines.

Package

• £31,000 to £35,000 depending on experience
• On-site parking, company pensions scheme and employee discount.
• Bonus scheme.
• 22 days holiday plus bank holidays.

Primarily Monday to Friday, rotating shift pattern 08:00 to 16:30/09:00 to 17:30 – a minimum expectancy of 40 hours per week. Additional hours available, including weekends when necessary to meet operational requirements. Reports to Head of Operations.