Customer Service Manager

Agena Group; Lancing; On-site; GBP 30,000 - 50,000; Full time

Job summary

Agena Group recherche un Customer Service Manager expérimenté pour soutenir une équipe de service client de premier plan. Ce rôle consiste à superviser, former et développer des procédures pour garantir un service client exceptionnel, tout en atteignant les objectifs organisationnels. Si vous avez une expérience avérée dans la gestion des équipes et une passion pour le service client, rejoignez-nous à Lancing.

Qualifications

• Expérience dans un rôle de gestion d'équipe de service client.
• Compétences en formation et développement d'équipe.
• Capacité à résoudre des problèmes complexes.

Responsibilities

• Superviser et soutenir l'équipe de service client.
• Développer les procédures de service client et les normes de travail.
• Gérer les plaintes clients escaladées.

Skills

Leadership

Formation

Gestion des conflits

Communication

Job description

We are looking for an experienced Customer Service Manager to support and develop an industry leading customer service team based in the UK and offshore. They will be responsible for planning, co-ordinating and monitoring the activities of the customer service team to maintain and enhance all customer relationships and meet organisational and operational objectives.

Responsibilities and Duties

·Lead, support and supervise the customer service team

·To develop and train to ensure a high standard of customer service

·Take ownership and accountability of recruitment, appraisals and team development

·Take ownership and accountability of staff absence, misconduct and capability

·To complete customer service onboarding for all new starters in the business

·To develop customer service procedures, policies and standards of work and review to achieve ongoing departmental objectives

·To meet and exceed service delivery levels and provide regular reporting/feedback for the line manager and external teams within the business

·To investigate and solve customer problems/complaints that have been escalated

·Adhere to industry guidelines, such as the Single Code of Practise and Data Protection regulations

·To support managing supplier relationships