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Customer Service Manager

Huntress
Job LocationBagshot
EducationNot Mentioned
Salary30,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Title: Customer Service ManagerLocation: BagshotSalary: £30,000Our Client has an exciting opportunity for an experienced Customer Service Manager to join their growing team.The successful candidate will have a proven track record of effectively leading a high-performing team and be results driven with strong people management skills.Responsibilities:

  • Lead the day to day management of the operation, ensuring customer queries and issues are handled efficiently and effectively, including escalation management
  • Provide intraday management ensuring workloads, resource, and absence are effectively managed
  • Drive performance excellence through regular evaluation and feedback of case manager effectiveness and service quality, quickly addressing performance issues
  • Identify and address team/individual technical and soft skill training needs to maximise capability
  • Constructively support and coach case managers to maximise ownership and decision making skills
  • Identify strategic priorities/removal of obstacles to maximise case manager performance and job satisfaction
  • Ensured changes to processes and training are embedded into the operation
  • Promote a cohesive and supportive team environment, ensuring clarity and open lines of communication to motivate, encourage collaboration, trust and wellbeing
  • Ensure that decision-making boundaries are created with enough room for case managers to make empowered choices
  • Conduct regular performance reviews with line reports, including yearly appraisals
  • Agree stretching yet achievable objectives both at a team and individual level to drive personal development and team performance
  • Actively share individual and team successes to promote recognition and sense of purpose
  • Provide opportunities for high performing case managers to take on additional responsibilities to further their personal development and to retain talent.
  • Recruit new case managers as required.
  • Monitor lateness and absence rates, taking necessary action.
Essential Experience/ Skills:
  • Experience leading, coaching and motivating an operational team
  • Able to balance and prioritise a varied workload
  • Previous customer service experience
  • Customer-first mentality
  • Highly principled and demonstrable good conduct
  • Outstanding communication skills with both internal and external stakeholders and customers
  • Change champion
  • Excellent attention to detail with strong decision-making skills
Desirable Experience/Skills
  • Experience of effectively leading high-performing teams.
  • Previous customer service experience working for a B2C ecommerce retailer
  • Previous recruitment experience within a customer contact centre environment
  • Good understanding of Freshdesk and G-Suite
Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

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