Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • Whiteley

Description

Our Client is a fast growing Company in the Technology sector. Due to a hugely successful past 2 years, we are now looking for an Experienced, B2C Customer Service Manager to join them and lead their own team.

You will not only spearhead the current team, implementing new processes and procedures with a focus on productivity and service quality, but you will also be able to strategically plan the growth of your team, and recruit and train your new members until you have your very own Dream Team!

Working in this forward thinking Company, in a beautiful office, you will be a key player in the success of the Business, reporting directly in to Senior Management, and will have an exciting career where your own progression goals are achievable.

Role purpose

To provide day to day management and support to the Customer Service Team.To ensure that our customers receive the best experience possible when contacting Customer Service. To manage challenges and concerns, team performance and work distribution to the Customer Service Teams. To report daily / weekly / monthly to the Head of Operations on departmental performance.

Relationships


- Internal - Working relationships with the Customer Service Team Leader, Customer Service Advisors, Technical Support Representatives, Heads of Departments and Managing Director


- External - Existing and prospective customers

Key Responsibilities


- Provide day to day management of the Customer Service team and Technical Support team. Ensuring that staff cover is adequate for business demands


- Actively encourage a positive working environment and great team spirit


- Act as an escalation point for the Customer Service Team Leader and

provide effective complaint handling and resolution


- Manage team performance and help deliver 'First Call Resolution’


- Assist with the induction, training and development of team members - identify and act on areas for improvement


- Manage relationships with all staff members across the business up to and

including board level


- Observe and report on department performance


- Ensure delivery of customer and employee KPI’s


- Develop relationships with suppliers where required

Key Challenges


- Day to day management of staff members


- Handling objections and difficult customers


- Prioritising workloads against business needs


- Time Management


- Reviewing data and producing reports both scheduled and ad-hoc as

required by the Head of Operations

Environment


- This is an office based role


- Occasional travel to suppliers’ premises and regional offices may be

required in line with business needs

Competencies

Core


- Must have B2C Customer Service Management Experience.
- Excellent Communication and Organisational Skills


- Must be able to work well under pressure and remain calm in stressful

situations


- Customer focused and passionate about service


- Strong people management and coaching skills


- Proactive approach


- Ability to work to strict deadlines and prioritise workload


- Great business sense and commercially aware of the consequences of

decision making, striking the right balance between customer service and

profit


- Adaptable and self-motivated


- Confident and persuasive manner


- Strong organisational and negotiation skills


- Excellent telephone manner including listening skills


- Strong problem solving skills


- Attention to detail and accuracy

Person Specification


- Personable and confident


- Passionate about providing an excellent service with every customer

interaction


- Driven to go the 'extra mile’


- Enjoys working with and speaking to people


- Understands how own role contributes to business objectives and internal

customer satisfaction


- Is able to remain calm and work well under pressure


- Delivers against expectations on or ahead of time


- Tackles potential problems on own initiative


- Communicates in an open, candid and consistent manner


- Is able to work as part of a team

If this is the perfect opportunity for you, please apply via Solve Recruitment.

  • coaching
  • customer service
  • due
  • recruitment