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Customer Service Manager

Optima UK Inc Ltd
Job LocationLeicestershire
EducationNot Mentioned
Salary35,000 - 40,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent,full-timeB

Job Description

Recruitment | Training | Business Advice & ConsultancyVacancy profileJob Title: Customer Service ManagerLocation: LeicestershireSalary: £35,000 - £40,000Type: Full-time, PermanentOur client is a growing company based in Leicestershire who specialise in the repair of vehicle windscreens. They are looking for Customer Service Manager to manage the team of Customer Service Representatives, ensuring success and driving growth.Youll be responsible for meeting and setting customer service targets as well as planning areas of improvement or development.Youll coordinate and motivate call centre staff and may manage staff recruitment.Key Responsibilities:

  • Manage the daily running of the department, including sourcing equipment, effective resource planning and applying department strategies and operations
  • Undertake needs assessments, performance reviews and cost/benefit analyses
  • Set/meet performance targets for speed, efficiency, sales and quality
  • Ensure all relevant communications and data are updated and recorded
  • Advise clients on products and services available
  • Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Maintain up-to-date knowledge of industry developments and involvement in networks
  • Monitor calls to improve quality, minimise errors and track operative performance
  • Coordinate staff recruitment, write job adverts and liaise with HR staff
  • Review the performance of staff, identify training needs and plan training sessions
  • Prepare reports on these statistics, rates and performance levels
  • Handle the most complex customer complaints or enquiries
The Candidate
  • Excellent communication skills, both written and verbal
  • Analytical skills to interpret data and trends
  • Numerical skills to understand financial and budget management
  • A strong customer focus and excellent telephone manner
  • Leadership skills and the ability to motivate and develop staff
  • The ability to work under pressure, manage your time effectively and work on your own initiative
  • A desire to help others work towards targets and develop their skills
  • A focused and self-motivated approach to work
  • A flexible attitude and the ability to manage change
This role is office-based, Monday - Friday. Occasional Saturday mornings are required to suit the needs of the business.

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