Customer Service Sales Manager

  1. Office and Admin

2 weeks ago

Expires on 07/26/2024

  • £31-35,000
  • Walsall
  • Permanent
  • Tom Williams

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.

Our Office and Admin Specialist

Tom Williams

Tom has over 10 years recruitment experience and leads our Logistics and Production sectors. He is an excellent account manager and is experienced in managing large recruitment campaigns. He is a trusted main point of contact for many of our key clients.

Contact Tom Williams for more information about this job.

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