Customer Services Manager - Haywards Heath, United Kingdom - BCT Resourcing
Description
Customer Services Manager.Salary £35K to £37K plus 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 Processes
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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