Customer Service Manager

We are looking for a natural leader to manage our customer service and technical support department in our Bristol offices. The successful candidate will enjoy working as part of a close team, have excellent interpersonal skills, and have proven their success at motivating people in order to drive performance. The ability to multi-task will be paramount in effectively organising and managing the team, given the reactive nature of their roles.

Outstanding customer service is our highest priority, and we need someone who can talk with customers both over the phone and in person, who can act as an escalation point where situations are complex, and who is able to manage customer expectations when handling complaints. Excellent written and oral communication skills, with a professional and confident manner are key, as is the ability to deal with people at all levels of seniority across various disciplines.

The ability to quickly learn new IT based skills and knowledge will be essential to this position, as the business develops software for use in the care environment.

Responsibilities will include:

• Managing the day-to-day operation of the support team, prioritising where necessary.
• Ensuring exceptional customer service is maintained.
• Speaking with customers to ensure service standards and expectations are met.
• Occasionally visiting customers nationwide where needed.
• Developing internal processes to maximise effectiveness and efficiency.
• Establishing and maintaining systems for the tracking of tasks and resources.
• Identifying opportunities to be pro-active rather the reactive.
• Implementing team accountability.
• Creating an environment of continuous improvement.
• Reviewing performance informally, and formally through appraisals.
• Developing, coaching, and training team members to improve skills, including supporting apprentices.
• Collaborating with other departments to implement company-wide improvements.
• Proactively seeking knowledge and understanding with regards to IT and computing in order to support customers.

Previous experience must include:

• Managing an office based team including team building.
• Reviewing performance through supervision/appraisals.
• Using company policies, including conducting disciplinary hearings.
• Extensive telephone customer service experience.
• Dealing with challenging customers, including problem resolution and handling complaints.
• Proficient use of Microsoft Windows.

The following is desirable, but not essential:

• Experience in the care/healthcare sector.
• IT experience.

A full UK driving license is required.

Please note that references to salary are indicative only and should be used as a guide.

If you are passionate about what you do, and strive to make a difference, we would love to hear from you.