Customer Service Manager

Job Description

Customer Service ManagerBilboroughOur client is a leading innovator within the IT sector. We are looking to recruit a capable and passionate Customer Service Manager to lead the Customer Support Team.You will be responsible for leading and managing the training and induction, performance, development and motivation of a team with an emphasis on ensuring excellent and first-class customer satisfaction.Delivering on agreed contractual SLAs and KPIs, combined with first class delivery, will be at the heart of what you do and how. Problem solving and solution finding at both a strategic and operational level, is key to ensure your success in the role.Youll be an excellent leader and communicator, able to work with senior and junior stakeholders alike, and you’ll be passionate about delivering first class customer services and involvement on how to develop a strategic roadmap for Customer Success.Responsibilities:

• Coaching and developing a first-class customer service team throughout the employee cycle with an emphasis on engagement and developing an agile, flexible, and first-class customer support team.
• Line management of a Customer Service Team, including onboarding, coaching, training, and undertaking people processes such as 1-2-1’s, annual reviews, development, retention and succession planning
• Acting as a key and central point of escalation, monitoring response rates and the progression of all services, effectively and pro-actively managing and resolving any escalated issues
• Managing emergency incidents, planned downtime and other service interruptions, effectively communicating updates to the business. Manage expectations of service delivery and successfully manage and resolve complaints
• Working closely with Data Analysts producing reports and data as necessary
• Proactively seeking to understand, establish, and report on service desk metrics, successes, and area’s requiring attention to the CX Director
• Ultimately, your role will be to retain and grow the team’s customer service talent, both within and outside of formal appraisal processes, including creating personal development plans to retain and grow team’s skills.
• Building and maintaining great relationships with 3rd party suppliers/partners/vendors to ensure their performance is in line with Company standards and expectations

The ideal candidate:

• You’ll be a strong coach and influencer and will role model’ to deliver quality outputs, including KPIs and objectives, within agreed timescales.
• Youll be flexible in your working approach and be able to share your knowledge and experience to ensure a consistent approach in the team. The customer services team work across three shifts, and whilst you’ll have core working hours, you will be expectedto get to know all the team who work between 6 am and 6 pm.
• You will be able to demonstrate knowledge and understanding of relevant industry standards and KPI’s aligned with high quality customer service delivery to ensure seamless delivery of services
• You will have experience of or willing to understand training in Advance Customer Services, ITIL Methodology and Customer Service Delivery practices includes incident and escalation management
• Previous experience of working within the IT Solutions industry would be advantageous
• Strong proven management, supervisory and leadership experience in a Customer Service environment role is essential with the ability to lead and service others
• Must be flexible and able to work outside of core office hours where the business needs require
• Excellent organisation and time management skills with the ability to work to tight deadlines particularly crucial during continued company growth
• The ability to set the tone, in terms of standards, expectations, conduct and behaviours for the team through modelling and leadership
• Exceptional verbal and written communication skills with the ability to persuade, influence, negotiate and quickly establish effective working relationships

You’ll be mainly office based to give real leadership to the team - although there are opportunities to work remotely from time to time.Fabulous opportunity. Great benefits. Please get in touch to hear more!