Customer Service Manager

Job Description

Customer Service Manager – Nottingham – Extremely Competitive Salary Chase & Holland are delighted to be supporting an established I.T. company based in Nottingham, offering a fantastic opportunity for a Customer Service Manager to join a leading global innovator in their sector who are going through a period of substantialgrowth. They are passionate about delivering first class IT service on behalf of their partners. As the Customer Service Manager, you will be providing leadership for the customer service team reporting to the Customer Service Director. We are looking fora highly experienced professional with experience delivering against SLAs.In Return You’ll Receive:

• This is a fantastic opportunity to join a team where you will be valued and work in a friendly team environment
• Employee share option plan
• Death in service (2x salary)
• Gym discount
• Menopause workplace pledge
• Training and CPD encouraged
• 25 days holiday plus BH
• Dress down Fridays
• Onsite parking
• Additional day holiday for birthday

Customer Service Manager Responsibilities:

• Build and maintain great relationships with 3rd party suppliers/partners/vendors
• Onboard new customers ensuring a seamless support transition
• Line management of Technical Support and Customer Service Team
• Proactively report service desk metrics, successes, and area’s requiring attention to the Customer Service Director
• Deliver and document continuous service improvement objectives
• Act as a point of escalation, monitoring response rates and the progression of all services
• Manage emergency incidents, planned downtime and other service interruptions, effectively communicating updates
• Manage expectations of service delivery and successfully manage and resolve complaints
• Managing all Customer Service Help Desk inclusive of the Technical Support Teams information and data in line with Company and compliance protocols and processes.
• Coach and develop team leaders and team colleagues in line with values and agreed client and customer SLA’s
• Support the Leadership Team in meeting agreed client and customer SLA’s and Company strategies and operational model
• Lead and manage the day to day workflow to the team
• Workflow and staff planning and leadership including recruitment, training and induction and performance
• Using company systems to develop and identify reports to identify areas of change, development and improvement
• Maintaining effective communication with internal and external stakeholders
• As needed, lead, attend and participate in meetings with the senior leadership team, team leaders and team members

Required Skills & Experience:

• Strong proven management, supervisory and leadership experience in a Customer Service Environment
• Knowledge and understanding of KPI’s aligned with high quality customer service delivery
• Must be flexible and able to work outside of core office hours where the business needs require
• Experience of or willing to understand training in Advance Customer Services, ITIL Methodology and Customer Service Delivery practices includes incident and escalation management
• The ability to set the tone, in terms of standards, expectations, conduct and behaviours for the team through modelling and leadership
• Ability to identify problems, provide solutions and implementing the most appropriate actions

If you are interested in finding out about this exciting Customer Service Manager opportunity, please click ‘apply now’.Chase & Holland acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. We specialise in finance, supply chain, HR, IT and office support recruitment and comfortably service Yorkshire, Derbyshire,Nottinghamshire, Leicestershire, Staffordshire and Lincolnshire.