Customer Service Manager

TN United Kingdom; Cookstown; On-site; GBP 40,000; Full time

Job summary

An exciting opportunity awaits to join a global company as a Customer Service Manager in Cookstown. In this full-time role, you will lead a dedicated team, ensuring exceptional service delivery and fostering a culture of excellence. You will be responsible for developing customer service strategies, monitoring performance metrics, and collaborating with various departments to enhance customer satisfaction. This position not only offers a competitive salary but also the chance to make a significant impact in a thriving company environment. If you're passionate about customer service and team leadership, this role is perfect for you.

Benefits

Company Car

Qualifications

• Experience in managing customer service teams.
• Strong ability to foster team growth and development.

Responsibilities

• Lead and inspire the customer service team to deliver exceptional service.
• Develop and update customer service procedures and policies.
• Monitor user feedback and performance indicators.

Skills

Team Leadership

Customer Relationship Management

Performance Reporting

Conflict Resolution

Education

Bachelor's Degree

Job description

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What an amazing opportunity this is to work for a global company. This role is based at their site in Cookstown. It's a full-time permanent job. Hours of work are Monday-Thursday and Friday; however, they can be slightly flexible with times. The salary for this role is circa £40k, plus company car.

Your new role

As Customer Service Manager, you will be managing a team of 7. This team consists of 3 Account Managers, 3 Administrators, and 1 Credit Controller. Main duties include:

• Lead and inspire the customer service team to deliver exceptional service, ensuring alignment with company standards.
• Foster team growth and development, creating a culture of excellence within the customer service department.
• Organise the customer service department to ensure that customer queries and complaints are dealt with in the most efficient, cost-effective, and complete way, always ensuring maximum customer satisfaction.
• Build strong internal and external relationships to ensure that customer retention is core to all activities.
• Develop and update customer service procedures and policies.
• Regularly report on customer service performance across key metrics, fostering transparency and accountability.
• Facilitate collaboration between customer service and other departments to uphold efficiency and customer satisfaction.
• Assist in recruitment, development, and appraisal of staff.
• Set customer service goals for team members and help them achieve these goals.
• Take ownership of customer issues and follow problems through to resolution.
• Monitor user feedback, performance indicators, and relevant statistics to inform decision-making.
• Prepare weekly and monthly reports.
• Work with the General Manager and the management team to drive the strategy for Customer Service, delivering on customer growth and satisfaction goals.
• Assess customer accounts to ensure profitability for the business.
• Collaborate with the Customer Account Manager on customer renewals and pricing.
• Liaise with purchasing regarding stock spend and stock control.