Customer Service Manager

Involve Recruitment; Lichfield; On-site; GBP 35,000 - 45,000; Full time

Job summary

A recruitment agency is looking for a Customer Service Manager in Lichfield. The successful candidate will manage a small team, handle customer complaints, and implement improvements in customer service processes. Experience in the white goods industry is preferred. The role offers a competitive salary between £35,000 and £45,000.

Qualifications

• Experience in Continuous Improvement and training.
• Background in white goods or electrical goods distribution/manufacturing.
• Ability to lead by example and manage a team.

Responsibilities

• Manage customer service team on a day-to-day basis.
• Resolve customer complaints and warranty investigations.
• Train and mentor customer service advisors.
• Set customer satisfaction targets and KPIs.

Skills

Continuous Improvement

Complaint resolution

Training and mentoring

Customer satisfaction management

Warranty investigation

Job description

Job Overview

Involve Recruitment (Midlands) Ltd are working with a white goods appliances company in the Staffordshire area to recruit for a Customer Service Manager.

This role will lead a team of 2 but very much lead by example and be a part of the team.

The primary duties include answering customer queries and resolving problems / complaint resolution, setting team goals, monitoring progress, onboarding and training staff members.

The ideal person will have experience in Continuous Improvement, Implementation of processes / training and mentoring plans, experience investigating warranties and ideally from WHITE GOODS OR ELECTRICAL GOODS DISTRIBUTION / MANUFACTURING BACKGROUND.

Salary - £35,000 to £45,000.

Working hours are Monday to Friday 8am to 5pm.

Daily Duties

• Day to day management of customer service team
• Complaint resolution
• Warranty investigation / credits and returns
• Liaising with Sales, Warehouse, Logistics, accounts etc to meet customer needs
• Training and mentoring of customer service advisors
• Onboarding and recruitment of new employees
• Setting customer satisfaction targets / KPI's and managing
• Ensuring the customer journey is seamless
• Implementing new processes and continuous improvement of processes and systems
• Creating customer loyalty programs / obtaining customer feedback to increase revenue and improving client retention

If you have experience working within the Domestic Electrical Appliances and are Passionate and are driven Customer Service / Customer Experience Manager / Leader then please apply