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Customer Service Manager

NL Recruitment
Job LocationLondon
EducationNot Mentioned
Salary£35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

An excellent opportunity for an experienced Customer Service Manager to join a Health based charity, located in West London.The Customer Service Department is the first point of contact for many enquiries and maintains the highest level of service to both internal and external stakeholders. The Customer Service Department, lead by the Head of Customer Services, comprises of customer services, data management and administration function and handles all inbound customer contacts, mainly via email and phone from potential donors, supporters, suppliers, and other stakeholders.As the Customer Service Manager, directly managing two reports, you will ensure the effective and smooth running of the office, providing excellent customer service to a range of stakeholders. You will be responsible for;

  • Managing customer contacts across all channels, to set SLA standards and contribute to the department KPIs and goals.
  • Responsibility for collecting data across all customer channels and analysing data to support continuous improvement or highlighting issues.
  • Help to deliver improvements across all customer journeys across the organisation.
  • Collaborate across all departments to ensure potential and actual stakeholders receive the best possible service.
  • Responsible for line managing two reports
    • There are exciting plans for growth and investment in customer service platforms and technology. A focus on customer journeys across the organisation, which has resulted in the launch of a new product and includes numerous projects across all of our teams.Our client is looking an exceptional Customer Service Manager who has solid experience in a comparable role, with excellent customer service and line management skills:
  • At least 2 years Customer Service Management experience in a comparable role.
  • Handling supplier relationships and managing SLAs and KP
  • Implementing customer service technology platforms, eg, live chat and Knowledge Base.
  • Knowledge of creating and updating customer service email and templates.
  • Working with satisfaction surveys to inform improvements to customer journeys.
  • Data protection/GDPR requirements in the context of the customer contacts.
    • Required skills
  • Customer Service
  • Customer Journey
  • SLA's
  • Customer Service Manager.

    • Keyskills :
    Customer Service Customer Journey SLA39;s Customer Service Manager.

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