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| Job Location | Royston |
| Education | Not Mentioned |
| Salary | Salary negotiable |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Contract, full-time |
Customer Services ManagerJob Purpose Summary• To provide excellent customer service throughout the business• To deliver a professional service to our customers contacting us by Phone/Email/Letter/Social Media. • Take ownership of tasks and strive to meet our service levels by setting personal/team goals. • Strong communication, interpersonal and influencing skill• Work within a small team and be able to multi task to achieve customer/department demands. • Working closely with Web Despatch manager/Coordinators Key Responsibilities and Accountabilities• Ensure the best help and advice is provided to customers using the organisation’s products or services• Analyse statistics or other data to determine the level of customer service the organisation is providing & generate reports as required• Ensure day to day customer queries and issues are resolved, whether by e-mail, phone, letter or face to face leading by example and providing a hands-on approach when required. • Manage orders via 3rd party platforms.• Report customer issues to improve website content and customer experience• Manage a team of customer services ensuring all KPI’s are achieved. • Call centre management- Manage call policy and performance, including relationship with external call centre and reporting• Stepping in to cover Web Fulfilment Manager in their absenceCommunication• Develop effective communication with all internal and external customers• Set up good relationships with external providers, carriers/call centre etc.• Communicate with own team as well as teams within the businessDevelopment• Business Development- Develop & implement customer service procedures, processes, systems, tools, policies and standards for the business and manage adherence to them• Actively seek out areas for development for team as well as themselves• Keep abreast of relevant training activities which could enhance skillsSupportive• Support other Warehouse tasks as reasonably required • Training staff to deliver a high standard of customer service & be multi-skilledSkills• Working knowledge of ecommerce• Flexible approach• Good IT proficiency and aptitude• Good organisation skills• High level of Customer service skills on phone and email• Productive with administration • Can do attitudeIf your interested please APPLY todayDue to the amount of CVs we receive we cant always respond to everyone so if you havent heard from me within 7 working days then your application will of been unsuccessfulSkills RequiredCustomer ServicesCustomer Services ManagerKeywordsCustomer ServicesCustomer Services Manager