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Customer Service Manager

CV Elite Ltd
Job LocationThornbury, Bristol
EducationNot Mentioned
Salary27,000 - 30,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Customer Experience Manager (Customer Service Manager) £27-30,000 + bonus + benefits. This is a newly created opportunity and while the role is home-based, we would like the successful candidate to be located relatively close to the offices in North Bristol (Elberton, BS35).The Role: The successful Customer Experience Manager (Customer Service Manager) will be responsible for overseeing the customer journey in this fast paced and rapidly evolving start-up business. The Customer Experience Manager (CustomerService Manager) will ensure that any issues are resolved effectively and efficiently and will take responsibility for implementing process improvements to enhance customer experience and the reputation and on-going success of the business.Customer Experience Manager (Customer Service Manager). Responsibilities include:

  • Deliver an exceptional customer experience and the highest level of customer service.
  • Respond to customer enquiries by telephone and email, in a timely and professional manner, diplomatically resolving any issues that arise.
  • Ensure orders are fulfilled to the customers complete satisfaction, liaising with couriers and ensuring that SLAs are in place and are being met.
  • Act as the escalation point for queries and issues raised through the off-shore (South African) customer service department.
  • Analyse call logs and email enquiries to establish the root cause of recurring problems and implement processes to resolve underlying issues and avoid recurrence.
  • Assess on-going customer service requirements, ensuring staffing levels are adequate to respond to increasing business levels.
  • Work in conjunction with the Operations Manager, Medical Manager and Marketing Manager to improve processes, promote brand and enhance customer experience.
  • Additional tasks as required to ensure the continuous improvement of the customer journey.
The Company: Breathe Assured (www.breatheassured.com) are a UK Government approved and certified Covid-19 test provider, who provide high quality, cost effective and rapid on-line testing, supervised by medical professionals and are thereforeuniquely equipped to support businesses through the Covid-19 crisis and beyond. This is a start-up business which is already enjoying considerable success, gaining rave reviews on Trust Pilot and securing contracts with major airlines and holiday operators,among other sectors. While initially concentrating on Covid-19 testing, the company also has the technology and resources available to move into antibody testing and other health-related fields as requirements change, so this is a permanent role providinglong term opportunities as the business grows.Customer Experience Manager (Customer Service Manager). Skills and Experience required:
  • 3 years + customer service experience
  • Leadership skills and experience of process improvement (while you are not managing a team you will be responsible for managing change and influencing key stakeholders)
  • High levels of initiative, the flexibility required to work successfully in a small and rapidly expanding start-up business and the self-motivation required to work effectively from home.
  • Excellent inter-personal and communication skills, both written and verbal.
  • Confident, diplomatic and empathetic, with the ability to resolve issues as they arise.
  • A good level of education (A Level or above)
Dawn OShea is recruiting the Customer Experience Manager (Customer Service Manager) directly on behalf of Breathe Assured so NO AGENCIES PLEASE. If your CV is short-listed, you will be contacted within 7 days to discuss your application in more detail.

Keyskills :
Customer ExperienceCustomer SatisfactionCustomer ServiceResolve Issues

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