Customer Service Manager

Job Description

An exciting opportunity has arisen to join a rapidly growing leading international technology/ IT provider, who are a private equity backed company with operations in multiple countries, including the UK, Ireland, the Nordics, Benelux and Spain. They arecurrently looking for a Customer Service Manager to join their high performing team based in Watford on a permanent basis.Client DetailsThe client is a market leading organisation within the Technology and IT industry. They have a high performing team based in Watford that is renowned for delivering leading solutions and services, backed up by world class customer support across marketsthat demand nothing less than absolutely certainty. Whether youre looking for a new start or looking for a move into a Company where you really make a difference, this could be the platform you are looking for. Please apply ASAP if you have extensive experiencewithin Customer Services or a Contact Centre environment, with people management skills.DescriptionThis Customer Service Manager role will encompass a range of responsibilities including but not limited to:

• Innovate and implement new initiatives whilst looking to refine processes to further improve the customer experience
• Overall responsibility to lead, inspire, develop and motivate Supervisors & Team Leaders to deliver a best-in-class customer experience.
• Manage all aspects of the teams day-to-day management and work allocation to ensure performance is in line with agreed KPIs & SLAs.
• Act as an escalation point/go-to person for team members
• Overall responsibility of the training and development of your team including managing the Quality Assurance program .
• Support colleagues with the use of in-house tools, by providing necessary training and advice.
• Carry out all tasks in an efficient, professional and courteous manner; leading by example to the Customer Service Department.
• Resolve top-level 2nd/3rd line customer escalations by liaising with various departments to obtain resolution.
• Overall responsibility for recruitment, appraisal and absence management process for the team.

ProfileCustomer Service Manager experience and characteristics desired;

• You should have extensive experience leading a customer services or a contact centre environment.
• Working in an technology, electronic or communications production environment would be beneficial but not essential.
• You should be energetic, keen to learn using your own initiative and be able to work well with others with a positive approach always.
• People skills and leading from the front line should come naturally, setting the example for all others to follow.
• You should have an acute attention to detail and impeccably high standards enabling you to consistently look to raise the bar to improve business practices.
• You motivate by creating a performance-centric environment that provides clear focus and rewards delivery of objectives.
• Above all, this role requires an individual with a passion to provide excellent service often working under pressure in a busy work environment.
• Those that are successful in the role are typically capable of processing relatively complex logical concepts and/or have an interest in technology, computing or electronics.
• Excellent interpersonal and communication skills both written and verbal
• High level problem solving abilities
• Experience of CRM systems e.g. Salesforce
• Competent, intermediate user of Excel
• Live locally to Watford

Job OfferA highly competitive salary plus generous benefits including 25 days annual leave, annual salary review and bonus scheme etc.

Keyskills :
call centrecustomer servicetelephoneadvisingorder management