Customer Service Manager - Wokingham, United Kingdom - Additional Resources Ltd

Additional Resources Ltd

Verified Company

Wokingham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Customer Service Manager

Location:
Wokingham, Berkshire

Salary:
£40k -£50K per year DOE

Job Purpose:

Plan, coordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.
A proactive approach to all customer improvements, creating new initiatives, and ideas to enhance the reputation of customer services and the company.
To oversee and manage the purchasing department to ensure the efficient and effective procurement of all goods and services in accordance with company KPI's

Key responsibilities and accountabilities:

Develop and implement customer service policies and procedures
Define and communicate customer service standard
Build and develop their customer relations with networking and visits
Direct the daily operations of the customer service team
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for customer service delivery
Review customer complaints
Track customer complaint resolution
Handle complex and escalated customer service issues
Identify and implement strategies to improve quality of service
Coordinate and manage customer service projects and initiatives
Evaluate and performance manage staff
Identify and address staff training and coaching needs
Support finance team with credit control activities and info for customers
Point of communication between customer services and finance to resolve queries
Carry out staff 11's

Education and Experience:

Relevant degree in business administration
Customer service experience
Supervisory experience
Indepth knowledge of customer service principles and practices
Proficiency in CRM systems
Product knowledge

Key Competencies:

Communication skills
Proactive
Customer service focus
Supervisory skills
Problem analysis and problemsolving
Decisionmaking
Planning and organizing
Initiative
Flexibility
Presentation skills
Stress tolerance

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Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003_