Customer Service Team Manager
Our client, based in Dartford, is seeking an experienced Customer Service Team Manager. The successful candidate will lead a team of customer service representatives to quickly, calmly and confidently address customer issues with service, delivery or condition of products. Maintains a professional environment for the customer service team to thrive to solve problems and increase customer satisfaction, leading to an increase in sales. They will also drive the performance of the Customer Service Team to achieve the key performance indicators and service level agreements, in line with the Customer Service Department Objectives and Strategy. They will Optimise stakeholder engagement from all departments to improve delivery of service to the customer. Develops and pursues innovative solutions in a cycle of continual improvement to the benefit of the customer and the business. They will Lead, coach and develop multi skilled staff, supporting a mixture of accounts, processes and enquiries to deliver industry leading service. Responsibilities: Drives improvements to the customer experience ensuring the customer is at the heart of everything we do. Can combine strategic and tactical tasks in daily planning to move the team from "current" state to "future" state. Identifying opportunities and implementing solutions to continually improve the customer experience. Take responsibility for escalated complaints for the business and provide a satisfactory resolution within 8 hours of escalation. Ensures a review process takes place to understand the background and initiate training & mentoring of team to correct. Building positive relationships with internal stakeholders (Sales, Logistics, Returns, Marketing and Finance) to help improve the overall customer experience. Manages the call and written Quality programs within the team, achieving the KPI’s and sharing best practice where appropriate. Build effective long term relationships with our customers, by demonstrating expertise and commitment. Skills & Experience: &159; Excellent people leadership & development skills - must be able to manage tasks and objectives through people. Able to manage people through change &159; Strong customer service experience within a Customer Service environment &159; Proven ability to be confident in communicating and networking at all levels &159; Good presentation and influencing skills - the ability to convince others of a point of view, or position to gain others support &159; Self-motivated with a proactive approach and demonstrates a 'can do’ attitude &159; Ability to focus on solutions rather than problems &159; Expresses passion and enthusiasm within the role &159; Proven track record on delivering quality as a first priority &159; Demonstrates resilience, positivity and leadership qualities in equal measure. Microsoft office skills are an absolute must, previous experience of sage would be highly beneficial. Benefits: - Monday-Friday 8:30-5:30PM - 21 days' holiday starting plus bank holidays, an extra day added for each year of service, capped at 25 days - auto enrolment government pension scheme - life assurance of 4x salary - free parking - start date ASAP -Permanent role Braundton Consulting is a recruitment agency recruiting on behalf of this client.