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    Service Coordinator - England, United Kingdom - Mandeville

    Mandeville
    Mandeville England, United Kingdom

    1 week ago

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    Description
    Head of Customer Services


    The aim of the role is to be responsible for continually improving the Customer Service experience for customers to ensure the delivery of a premium end to end service.

    Developing culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels.

    Manage all customer service processes whilst becoming more proactive and engaging with customers.

    • Co-ordinate customer projects, including mobilisations, special events and bespoke requests.
    • Ensure all staff are using Salesforce correctly.
    • Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate. Day to day management. Manage your customer services team to deliver what customers need and to continually improve your customer service team's efficiency and effectiveness. Ensure the department operates in accordance with Company policies and procedures.
    • Comply with responsibilities as laid down in the Group's Health & Safety Policy in order to ensure a safe environment within the department.
    Demonstration of strong financial acumen to understand the impact of commercial decisions on the business.

    • Tenacity to deliver exceptional customer service.
    • Confident with the ability to challenge poor performance and deliver marked change for customers.
    • Account Management & Customer Service experience.
    • Ability to understand financial, commercial and customer driven targets and objectives.
    • An understanding of how sales & customer service function align in a portfolio business.
    • Evidence of building and growing new business along with the tactical process of retention.
    • Account planning & contact strategy of customers by segment and customer intelligence.
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