Customer Services Manager

Kent, Rochester
£30000 - £40000 per annum + Benefits
13 Oct 2020
09 Nov 2020
Ali Baghdadchi
Job Level
Contract Type
Full Time
We are working with a fantastic organisation that is seeking to recruit an experienced Customer Services Manager to join their organisation. The role will require you to handle a number of customer service based management duties.

The role is initially based in Rochester but they will be looking to move offices in 2021 towards the Maidstone area.

Customer Services Manager duties will include:
- Managing a growing team of new and established Customer Services Agents across email, phone, Facebook Messenger and Webchat
- Responsible for escalations and ensuring the policies and processes are in place and the team are able to respond to the rapid growth of the business and protecting the brand and customer experience
- Review, action and improve client service delivered
- Build strong and effective customer relationships
- Liaise and work with all departments to enable smooth customer relationships
- Manage and develop the customer database
- Manage members of the CS team
- Assisting in staff development
- Publish activity log and action
- Collate and action customer feedback
- Report writing and analysing data for business improvements
- Assist in improving business processes

Skills and experience required:
- Previous customer service management experience is essential
- Previous background of handling complaints, issues and overcoming customer problems
- Be a team player, lead by example, motivate and drive the team forward
- Be an effective communicator, internally and externally, both written and verbal
- Experience of highlighting issues, suggesting improvements and action changes
- Be approachable, client-focused and organised
- PC Literate

Apply now!

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