Customer Service Manager

JR United Kingdom; Okehampton; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Services Manager to lead their team in delivering exceptional customer service. This role involves managing daily operations, analyzing customer behavior, and developing strategies to enhance productivity and satisfaction. The ideal candidate will have proven experience in customer service management, strong people management skills, and a proactive approach to problem-solving. If you are passionate about customer experience and want to make a significant impact, this opportunity is perfect for you.

Qualifications

• Proven experience in a customer service management role.
• Strong knowledge of customer support practices and technologies.

Responsibilities

• Manage day-to-day operations of the Customer Services team.
• Analyze customer behavior and provide regular reports.
• Develop strategies to improve team productivity and customer satisfaction.

Skills

Customer Service Management

People Management

Communication Skills

Problem-Solving Skills

Tools

Customer Support Tools

Job description

ARM has an exciting opportunity for a Customer Services Manager. The successful candidate will be required to deliver outstanding customer service, inspire brand loyalty through customer-centric development, and promote consideration to drive purchase.

The Role:

1. Manage the day-to-day operations of the Customer Services team, including leadership, resource planning, reporting, supplier management, and collaboration with other departments.
2. Analyze customer behavior and provide regular reports on what is and isn't working, along with necessary actions to enhance customer experience.
3. Oversee systems and software to improve customer experience and operational efficiency, keeping customer needs at the forefront.
4. Develop and execute strategies to improve team productivity, efficiency, and customer satisfaction.
5. Handle escalated customer inquiries and complaints promptly and effectively, demonstrating a commitment to issue resolution and customer retention.

Requirements:

• Proven experience in a customer service management role.
• People management experience, including conducting 1-2-1 meetings, devising and implementing KPIs, conducting appraisals, and identifying training and coaching needs.
• Strong knowledge of customer support practices, tools, and technologies.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders at all levels.
• Problem-solving skills and a proactive approach to addressing customer needs.

This vacancy is being advertised by Advanced Resource Managers. ARM is a specialist talent acquisition and management consultancy providing technical contingency recruitment and complex resource solutions.

Our divisions cover the entire technical arena, including key industries in the UK and globally. We will never send your CV without your permission.