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Customer Service Manager

Brewster Partners Recruitment Group
Job LocationSheffield
EducationNot Mentioned
Salary35,000 - 45,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

THE COMPANY:Brewster Partners are delighted to be recruiting for a Customer Service Manager. The successful candidate will be able to develop and enhance systems and processes and processing and analysing data from these effectively to drive service improvements.You will be used to working in a fast-paced environment, managing service, and supporting others to meet objectives. In addition, aside to the day-to-day supervisory needs, youll also be integral to delivering on KPIs and service levels through coaching,121s and regular appraisals.THE JOB:

  • Develop and implement customer service standards and procedures
  • Supervise members of the customer service team
  • Maintain customer relationships and improve response and delivery times
  • Update service methods to improve overall efficiency
  • Dealing with escalated customer contacts via telephone calls, Social Media enquiries, Live Chat and emails via various channels in a professional and timely manner projecting the companys professional image.
  • Developing and reporting on customer satisfaction levels and department performance KPIs
  • Driving system changes, managing projects, and streamlining current processes to maximise customer experience and improve efficiency of the department.
  • Identify, implement, and manage improvement actions and projects across the business to drive improvements in customer experience and reductions in complaints.
  • Resource, motivate, develop, and inspire a team of customer service and senior customer service advisers to achieve internal SLAs.
  • Actively ensure the processes, objectives and strategy within Customer Support facilitate growth, increase productivity, and deliver customer and employee satisfaction.
  • Coach, support and develop your team members to enable them to deal with complex customer queries.
  • Engage with and influence internal and external stakeholders to deliver consistent messages in relation to customer enquiry handling.
  • Communicating with other departments within Head Office and the Manufacturing Team for a prompt resolution of customer queries.
THE PERSON:
  • Positive, ambitious and self-starter attitude adept and comfortable with continuous change.
  • Previous experience of leading, developing, and motivating contact centre teams in a reactive environment.
  • Knowledge of customer service call handling techniques gained through extensive contact centre experience.
  • Youll be passionate about and experienced in improving customer and employee satisfaction.
  • In-depth and current knowledge of contact centre (or customer service) technology trends, applications, software, databases, and CRM tools.
  • Ability to tailor communication to differing personalities and communication styles.
  • Proven ability to influence individuals, teams, and stakeholders to drive performance.
Brewster Partners Office Support & Technical Recruitment is a division of the Brewster Partners Recruitment Group focusing on the recruitment of talent in administration, business support, HR, sales, marketing and purchasing in South Yorkshire, West Yorkshire,East Yorkshire, North Yorkshire, North West, Lincolnshire, Nottinghamshire and the Midlands. If you are interested in discussing this job in more detail or any other aspect of office support and technical recruitment we would really like to hear from you.Please visit our website at Brewster Partners for more information.

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