Customer Service Manager

The company

Brewster Partners are delighted to be recruiting for a Customer Service Manager. The successful candidate will be able to develop and enhance systems and processes and processing and analysing data from these effectively to drive service improvements.

You will be used to working in a fast-paced environment, managing service, and supporting others to meet objectives. In addition, aside to the day-to-day supervisory needs, you’ll also be integral to delivering on KPI’s and service levels through coaching, 121’s and regular appraisals.

The job

• Develop and implement customer service standards and procedures
• Supervise members of the customer service team
• Maintain customer relationships and improve response and delivery times
• Update service methods to improve overall efficiency
• Dealing with escalated customer contacts via telephone calls, Social Media enquiries, Live Chat and emails via various channels in a professional and timely manner projecting the company’s professional image.
• Developing and reporting on customer satisfaction levels and department performance KPI’s
• Driving system changes, managing projects, and streamlining current processes to maximise customer experience and improve efficiency of the department.
• Identify, implement, and manage improvement actions and projects across the business to drive improvements in customer experience and reductions in complaints.
• Resource, motivate, develop, and inspire a team of customer service and senior customer service advisers to achieve internal SLA’s.
• Actively ensure the processes, objectives and strategy within Customer Support facilitate growth, increase productivity, and deliver customer and employee satisfaction.
• Coach, support and develop your team members to enable them to deal with complex customer queries.
• Engage with and influence internal and external stakeholders to deliver consistent messages in relation to customer enquiry handling.
• Communicating with other departments within Head Office and the Manufacturing Team for a prompt resolution of customer queries.

The person

• Positive, ambitious and self-starter attitude adept and comfortable with continuous change.
• Previous experience of leading, developing, and motivating contact centre teams in a reactive environment.
• Knowledge of customer service call handling techniques gained through extensive contact centre experience.
• You’ll be passionate about and experienced in improving customer and employee satisfaction.
• In-depth and current knowledge of contact centre (or customer service) technology trends, applications, software, databases, and CRM tools.
• Ability to tailor communication to differing personalities and communication styles.
• Proven ability to influence individuals, teams, and stakeholders to drive performance.

The benefits

Excellent Benefits

Contact

Lee Gibbons
Associate Key Account Director
Brewster Partners Recruitment Group

Applications

To apply for this job, please send your CV to the email above or to info@brewsterpartners.co.uk quoting "Vacancy:Customer Service Manager, Reference:LG / BBBH15710". Thank you for your interest.

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