Customer Service Manager - Berkshire, United Kingdom - Mandeville Recruitment Group

Mandeville Recruitment Group
Mandeville Recruitment Group
Verified Company
Berkshire, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Customer Service Manager / Customer Experience Manager / CSM / Contact Centre Manager / Call Centre Manager - £48 - £60k basic salary dependant on experience & performance related bonus.

Fantastic opportunity to join the Senior Management Team of an SME who are on track to double the size of their business over the next 3 years.

The Mandeville Recruitment Group is currently seeking a high energy, proactive and successful Customer Service Manager / Customer Experience Manager / CSM / Contact Centre Manager / Call Centre Manager to lead a forward thinking e-commerce retailer locatedin the Thames Valley.

About the role.
Primary responsibilities

  • Ensure Customer issues are resolved effectively, efficiently and quickly
  • Ensure the customers voice is heard, using insights to suggest improvement suggestions and ideas
  • Lead by example with excellent attendance and timekeeping. Always having a positive outlook, great communication skills, knowledge and tools to deliver excellent customer care.
  • Ensure your team achieve individual and team KPI's, targets and goals
  • Ensure you and your team consistently deliver high quality standards, personalizing communications to fit the customers individual style, brand Values and required brand tone of voice
  • Carry out document appraisals in alignment with guidelines and expectations.
  • Conduct first stage disciplinary meetings with HR support
  • Effectively manage team and individual performance through clear documented goals and objectives, regular feedback & discussions and help & support to improve performance.
  • Facilitate regular team huddles and meetings to inform, engage motivate and inspire staff.
  • Ensure legislation's, regulations and policies are complied with at that any noncompliance is escalated to the leadership team immediately
  • Effectively manage team attendance and schedule adherence.
  • Recruitment and assessment of CSRs, contributing to the decision making process for appointing new team members.
  • Balance the need for charge with the need for continuity.
  • Communicate effectively with internal departments such as Production, Marketing, Returns, distribution center, logistics, retail, GBT, Warranty Ect
  • Professionally dealing with Customers, Carriers, system providers/ maintenance parties and payment providers
Zendesk experience would be beneficial.
Mandeville is acting as an Employment Agency in relation to this vacancy.
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