Customer Services Manager : Richmond : Up to £44k
Customer Services Manager : Richmond : Up to £44k
Overall job Purpose:
To ensure customer satisfaction across all brands and services and maintain profitable customer relationships. To oversee the achievement and maintenance of customer service levels and standards; to identify and implement strategies to improve quality of service, productivity and profitability; to lead and motivate a team of 6 customer services agents; to work with other managers within the company, to share and adopt best practice.
This person will be assigned the following objectives:
- Revising current customer services standard sand SLAs and implementing an appropriate strategy to enable the team to meet customers’ expectations and achieve high customer satisfaction. This includes developing and implementing customer service policies and procedures, as well as assessing the tools and systems currently in place.
- Maintaining a ‘fit for purpose’ Customer Service team by ensuring that product knowledge is always up to date through training and coaching. The successful candidate will need to learn and understand the various products and services.
- Ensuring the team’s activity levels (call answer time, first touch resolution tickets, etc…) are kept at an appropriate level to ensure SLAs are met. Applying performance management through the use of performance measurement tools and reporting, regular individual performance reviews and individual development plans.
- Identifying strategies to improve quality of service, productivity and profitability through monitoring of customers’ feedback and FAQs. Liaising with other departments when necessary to ensure implementation of said strategies.
- Working alongside the Operations and Development teams in case of incident. Handling customers’ communications until a full and satisfactory resolution has been achieved. This also applies to non-critical incident and requires keeping a close eye on customer-affecting issues and getting involved in the prioritisation of incidents.
- Directing the daily operations of the customer service team, from rotas to handling complex and escalated customer service issues, through providing support when necessary and working out commission and rewards plans.
- Providing strong leadership to the team for which you have responsibility. This to be done by leading by example, both internally and externally, setting clear goals and expectations, providing regular and clear communication between senior management and the team and acting in a professional manner at all times.
- Working to understand what motivates each individual within your team and putting appropriate measures in place to ensure high morale is maintained across the team as a whole.
- Providing accurate, timely reporting to Senior Management as required.
- Taking personal responsibility to remain up to date and informed regarding company products and services, market knowledge, industry trends and competitors.
- Representing the company and its interests in a professional manner at all times.
Skills & Experience:
A caring attitude
- Demonstrated record of customer-centricity.
- A passion for helping others.
- Excellent communication skills (for internal and external relations).
- Pro-activity in assessing potential weaknesses and solving them.
Managerial Skills : Leadership is Key
- Leading by example and coaching are key strengths required for this position.
- Ability to motivate a Customer Service team in order to ensure profitable relationships with customers as well as with other departments.
- Excellent communication skills (for internal and external relations).
- Pro-activity in assessing potential weaknesses and solving them.
Knowledge
- Knowledge in customer service tools and best practices is a must
- Good knowledge in telephony services is required
- Extensive knowledge collaborative tools
- The ability to learn products fast and dispense knowledge
Autonomy
- Ability to prioritise, respond positively and show leadership when under pressure
- Self-driven, motivated, high work rate, office based but has ability to work remote as needed.
- Passion and commitment to customers and making the business successful
- Other Skills:
The ability to multi-task
Adaptable to change
Dynamic
Excellent follow up skills
Goal and action orientated
The company are not a one-dimensional place to work. Sometimes they are very serious, because they take their business seriously. Sometimes they’re playful, because they have so much fun with what they do. A few things they consistently focus on are:
- Customer focused
- Product innovators
- Tight-knit teammates
We offer you:
- Competitive salary& other benefits
- Career opportunities with a leading Global employer
For more information, contact Aimee Weston
We do try to get back to as many applicants as possible, however some roles are in very high demand, and we will always carefully select and shortlist the resumes that are most aligned to our clients requirements; so if you have not heard back from us within 2 weeks, then please assume that your application has not been shortlisted on this occasion.