Customer service management

Shareboat; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Shareboat is seeking an experienced Customer Service Manager to lead a team and promote a culture of exceptional service across the organisation.

You will own the customer service strategy, monitor performance and implement processes to increase customer satisfaction, loyalty and retention, while supporting growth and efficiency.

The role requires strategic thinking, strong communication and mentoring skills to develop agents and ensure service standards meet industry best practices.

Qualifications

• Proven working experience as a customer service manager.
• Excellent knowledge of management methods and techniques.
• Strong client-facing and communication skills.

Responsibilities

• Improve customer service experience and engagement.
• Own customer issues and ensure resolution.
• Set and deploy service strategies aligned with mission.
• Develop procedures, policies and standards.
• Maintain records and document service actions.
• Monitor statistics and prepare reports.
• Recruit, mentor and develop agents.
• Keep ahead of industry trends and best practices.
• Manage resources and budget adherence.
• Maintain orderly workflow and priorities.

Skills

Customer service management

English proficiency

Strategic leadership

CRM software experience

Education

BS degree in Business Administration

Tools

Customer service software

Job description

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Requirements

• Proven working experience as a customer service manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry's latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• BS degree in Business Administration or related field