Customer Service Manager

Office Angels; Royal Tunbridge Wells; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading employment agency in Royal Tunbridge Wells is seeking a Customer Service Manager to lead a team and enhance customer experiences. You will be responsible for managing team performance, improving service standards, and handling escalated complaints. The ideal candidate has over 5 years in customer service management, strong leadership skills, and proficiency in Microsoft applications. This permanent role includes competitive salary, annual bonus, and excellent benefits.

Benefits

Annual Bonus

Excellent Benefits

Free Parking

Qualifications

• 5+ years proven experience in Customer Service Management/Team Leader capacity.
• Strong leadership and excellent communication skills.
• Polite, confident, patient, and diplomatic.

Responsibilities

• Lead and motivate a team to exceed customer expectations.
• Monitor and improve communication quality with customers.
• Manage escalated customer complaints.

Skills

Leadership

Communication

Negotiation

Problem-Solving

Tools

Microsoft Word

Microsoft Excel

Job description

Overview

Customer Service Manager

Tunbridge Wells

Salary: £Competitive + Annual Bonus + Excellent Benefits and Free Parking!

Permanent Role

Are you passionate about delivering exceptional customer experiences? Do you thrive in a dynamic environment where your leadership can make a real difference? If so, we have an exciting opportunity for you!

Role Overview

As our Customer Service Manager, you will lead, motivate, and direct a small Customer Service and After-Sales Service Administration team to consistently exceed customer expectations. Your proven track record in raising customer service standards will be instrumental in transforming the customer service journey. You\'ll play a vital role in ensuring that the department is customer-focused while achieving financial targets and liaising internally with other teams and departments to ensure customer engagement is exceptional!

Key Responsibilities

• Support and guide team members (6 in team) in building excellent customer relationships.
• Monitor and improve communication quality with customers.
• Track team performance against agreed SLAs and lead times.
• Manage escalated customer complaints and resolve them efficiently.
• Conduct HR tasks, including recruitment, appraisals, and team communication.
• Facilitate regular team meetings and training sessions to elevate service standards.
• Deal with compliance issues with SLA guidance and quality communication.

Performance Monitoring

• Ensure all team members receive appropriate training and cross-training.
• Maintain clear communication of SLAs and monitor adherence.
• Handle complaints professionally within defined timelines.
• Keep our CS/SAP System updated and organised.

Skills required

• Experience: 5+ years proven skills within in Customer Service Management/Team Leader capacity.
• Skills: Strong leadership, excellent communication, and negotiation skills.
• Attributes: Polite, confident, patient, and diplomatic when facing challenges.
• Technical Proficiency: Good knowledge of Microsoft applications, especially Word and Excel.
• Problem-Solver: Ability to manage complex customer and staff issues effectively.

Why Join our client?

• Be part of a team that values your contributions and fosters professional growth.
• Work in a vibrant environment where innovation and creativity are encouraged.
• Lead initiatives that will shape the future of our customer service experience.

If you\'re ready to take your career to the next level and make a significant impact within a Customer Service capacity we would love to hear from you!

How to Apply: Submit your CV for consideration online today!

This role is being managed by Debbie Foster - Office Angels - Tunbridge Wells - 01892 614242

[e-mail]

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone\'s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone\'s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.