Customer Services Manager - Haywards Heath, United Kingdom - BCT Resourcing

BCT Resourcing
BCT Resourcing
Verified Company
Haywards Heath, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Customer Services Manager

West Sussex
Salary £34700 to £41100 plus £3000 OTE after successful probation period. Excellent benefits package including enhanced holiday days. Monday to Friday - 40 hour week. No weekends.
Car owner driver essential due to rural location.

Our successful and established client is looking for a skilled and experienced Customer Services Manager to join their team supporting retail and wholesale markets.

This position is available due to promotion of an existing manager. A strong work ethic in supportof the team and management of expectations for customers will be a key element.


Required Experience:

Implementation of improvement initiatives, ability to engage the team in changes.
Work with an ERP system to understand and manage operational performance (efficiency and effectiveness).
Manage the department with KPIs and planned resources to ensure consistent delivery of the KPIs.
Managed third-party contract providers to meet SLAs that align with business needs.

Team Management skills:
(development program methodology, experience/understanding performance management, communication rhythms, using effective meeting frequency and agendas).
Set and accurately reported on KPI's and targets - actuals vs targets.
Routinely completing root cause analysis.
Experience of managing a Customer Service Department, including proactive and reactive customer service tasks.
Utilisation of multiple methods to obtain customer feedback such as NPS surveys, CSATs and Ticketing, CRM.
Comprehensive understanding of service strategies and technologies


Required Skills:

Excel
Embrace technology
Process driven
Excellent verbal and written communication
Analytical, able to problem solve and find sustainable solutions
Time Management
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