Customer Service Manager
Diamond Search Recruitment are delighted to be exclusively representing our client in recruiting for an experienced Customer Service / Customer Care Manager with CONTACTCENTRE experience. This is a great opportunity, reporting to the MD, working within a well established, successful Ashford based organisation. The main purpose of the Customer Care Manager is to develop customer service policies, procedures and approach for the company, ensuring a positive Customer experience and effective Call (Contact) Centre operation. The Manager will plan, coordinate and control the activities of the customer service team, and will recommend and lead in the creation of a Customer Service policy and approach (for the Organisation) ensuring that organisational and operational objectives are met. Working Hours: Monday to Friday, day shift 40 hours a week. However, the nature of the position is that you will be expected to work such hours as are necessary in order to fully carry out your duties. Duties include: Managing a team of 15 Developing and implementing customer service policies and procedures Defining and communicating customer service standards Reviewing and assessing customer service contracts Overseeing the achievement and maintenance of the agreed customer service levels and standards Directing the daily operations of the customer service team Tracking customer complaint resolution and handling complex and escalated customer service issues Monitoring accuracy of reporting and data base information Analysing relevant data to determine customer service outputs Identifying and implementing strategies to improve quality of service, productivity and profitability Coordinating and managing customer service projects and initiatives Communicating politely with customers by email, letter, face to face, and telephone. Supervising customer service teams, learning about the products or services of the organization, and following up-to-date with modifications. Training staff or employees to deliver excellent customer service and involving in staff appraisals and recruitment process. Developing customer service standards, policies and procedures for the organisation or department. Analysing data or statistics to identify the customer service level, the organisation is providing. Key Call Centre KPIs Driving social media and promoting the business online The ideal candidate: Experienced Customer Care Manager, passionate in delivering customer care excellence CONTACT CENTRE EXPERIENCE Experienced with complaints resolution management Strong leadership and delegation skills Good time management skills Sound knowledge of Microsoft Windows and Office for spreadsheets and reporting Ability to work well under pressure and meet deadlines Ability to manage, motivate and develop the team Setting an example through one's behaviour, personal values, energy and actions Good understanding of written/spoken English Awareness of and experience in data handling, data integrity and data security Apply today Diamond Search Recruitment is acting as an Employment Agency in regards to this vacancy.