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Assistant Customer Service Manager

Pertemps Redditch Commercial
Job LocationRedditch
EducationNot Mentioned
Salary£30,000 - £32,500 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Our client is looking for an Assistant Customer Service Manager to join a busy team and support the Customer Service Manager at a thriving and growing company in Redditch.Assistant Customer Service Manager key responsibilities:

  • Support Customer Service Manager in direct management of the office-based customer service advisors across the operations function
  • To regularly review and improve the contract management process using either process improvement and/or system changes
  • Track and manage individual employee performance to ensure all KPI’s are achieved in line with expectation of KPI’s
  • To ensure that regular monthly one to one reviews are held with the team
  • Ensuring that the customer is led through and is consistently and regularly up-dated.
  • To ensure that any deviation from the planned installation is addressed and communicated to all relevant parties resulting in total customer satisfaction
  • To ensure that customer satisfaction sign off and all cash collection including installation payment and final balance is done within the targeted timescale
  • To facilitate the management of any debt and agree actions to implement target levels for use within the delivery of LPI expectations in order to achieve business objectives
  • To manage the cost of remedials to support the plan that targets the reduction of remedial costs.
  • To be the point of escalation for all unresolved remedials and complaints and to ensure costs and corrective actions result in total customer satisfaction
  • Empower frontline to become brand ambassadors to enhance the customer experience
  • Proficient with the use of CRM systems
  • Train to advisors on new processes, policies, and procedures.
The successful Assistant Customer Manager will have the following skills and experience
  • Previous team leadership experience essential within a Customer Service role.
  • Customer Service experience essential with proven results in improving customer satisfaction
  • Proven employee engagement skills
  • Exceptional verbal and written communication skills.
  • Previous experience of IT systems
In return you can expect to receive a basic salary of between £30,000- £32,500 depending on your skills and experience this is an office-based role in Redditch with free parking. If you have any questions, please call Michelle Laight on or alternatively clickAPPLY.

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