Customer Service Manager
Customer Service Manager / Supervisor
Up to GBP30K
Primary responsibility of the Customer Service Supervisor / Manager is to ensure that our customers and stakeholders experience excellent service across the breadth of the services and products on offer from Customer Service Team. Working at both local and group level, key processes include: Policy development, Customer communications and Order Management and leadership of the Customer Service Team.
• Reporting to :
o Commercial Manager Operations & Finance
• Direct Reports :
o Customer Service Team
• Other stakeholders :
o Sales force
o Supply Chain Project Manager
o Ensure the consistent and effective provision of services to the customer base including advice, order management, fulfilment, problem solving and other services across all media (Telephone, mail etc).
o Manage customer relationships and provide a high level of interaction. Ensuring accurate recording of customer requirements and preferences
o Ensure communication with the management team is clear, focused and that the Customer is always represented fairly and accurately.
• Process and Systems
o Develop relevant customer service procedures, processes, policies and standards for the company in the respect of the Quality Management System.
o Develop feedback or complaints procedures for customers so that the company can be fully aware of any issues asap.
o Develop contingency plan and dependencies for critical business processes e.g. Systems failure
o Monitor and utilise information and statistics that will inform corrective and preventative actions across the Group, thereby ensuring the level of customer service required.
• Financial Management
o Effective and commercial cost centre budgeting, including Forecasting, and planning of resources to deliver service within the budget
• Team Development
o Full management responsibility for the Customer Service team including;
o Recruitment, development, training, appraisals, disciplinary and coaching.
o Set, agree and drive KPI's within the Customer Service team and wider within the group.
o Effective and efficient resource planning and delivery.
o Ensure Health and safety compliance as per the company's standards under local law
• Personal Development
o Anticipate developments in customer service by reading relevant journals, going to meetings and attending courses.
o Develop wide market knowledge and ensure you have a keen awareness of the company's products and services
A minimum of 2 years previous experience in a client-facing customer service management role, computer literate, drive along with commitment
Management Skills Communication skills Customer focus Commercial Awareness Decision making Conscientious Concerned with the book