Customer Support Manager - London, United Kingdom - TALENT FORTE LIMITED

TALENT FORTE LIMITED
TALENT FORTE LIMITED
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Customer Support Manager - Fully Remote / Home Based

22.5 hours per week (10am-2.30pm Monday to Friday)

FTE Salary band £28,000-£32,000

The Customer Support Manager will be responsible for:

  • Acknowledging enquiries from members, customers and stakeholders
  • Responding to or rediverting enquiries as appropriate
  • Managing customer support systems and processes
  • Creating and improving customer service communications, systems and processes to increase quality and efficiency
  • Maintaining a positive, empathetic, and professional attitude toward customers
  • Responding to a defined set of queries in relation to common membership queries, or redirecting the query to an appropriate staff member
  • Maintaining a courteous and calm manner at all times to deescalate demanding situations
  • Ensuring customer satisfaction and professional customer service support, in accordance with defined internal operating procedures
  • Working with colleagues to investigate and resolve customer issues in a timely manner
  • Reviewing, managing and chasing outstanding responses to queries/calls
  • Updating call logs with action taken
  • Documenting personal information to create, update, or adjust membership records
  • Communicating and coordinating with colleagues as necessary to ensure enquiries are managed across the organisation in appropriate timescales
  • Attending biweekly membership meeting and monthly all staff meeting

Requirements, skills and abilities:


  • Minimum of 35 years professional headoffice or corporate customer service or service agent experience
  • Excellent phone manner with the ability to build rapport quickly and deal with calls efficiently
  • Competent in the use of Microsoft Office with a confident and independent approach to improving these skills and learning new systems
  • Professional, courteous, patient and polite, even in challenging circumstances
  • Strong interpersonal and communication skills (both verbal and written)
  • Resilience, selfconfidence and ability to make things happen
  • Excellent problem solving and decisionmaking skills
  • Ability to manage time effectively and prioritise workload to meet deadlines
  • Positive outlook with a desire to help people
  • Selfstarter and motivated to deliver excellence
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