Customer Services Manager

Our client is seeking a Customer Services Manager who will report directly to Managing Director and lead a busy and successful team

The role:

• Lead the team to provide excellent levels of customer service and performance by communicating job expectations; planning, monitoring, and appraising job results; coaching and disciplining employees; initiating, coordinating, and enforcing systems and procedures
• Manage business processes and systems to ensure customer service is maintained at the highest possible level and opportunities to improvement are constantly identified and implemented
• Collaborate with sales department to fill customers’ needs and respond to customer enquiries and complaints
• Manage, plan and co-ordinate leave and sickness absence to ensure office standards are maintained
• Maintain administrative staff team to meet business demands - recruiting, selecting, orienting, training and developing employees
• Manage staff within the team who are not performing to the required standard and completing Return to Work Interviews; monitor and manage absence
• Manage, maintain and report on Customer Issues and complaints
• Liaise with Internal Departments to ensure smooth running of the office requirements
• Complete ad-hoc business projects by organizing and coordinating information and requirements; planning, arranging, and meeting schedules; monitoring results
• Manage, plan and co-ordinate Internal and External meetings, trips and visits
• Manage, plan and co-ordinate hospitality & entertainment tasks

Candidate Profile:

• Excellent communicator that can liaise at all levels
• Team player who is able to quickly establish relationships
• Mature, Fair and measured approach to dealing with issues
• An ability to meet deadlines and deliver work in a demanding environment

Impact and influence

• Strong communication skills
• Team leader, able to delegate and motivate his/her colleagues
• Excellent MS Office skills required
• Customer focused, quality and service driven approach with good process understanding and improvement skills

Desired Skills:

• A strong background in team management in a sales office/customer service/supply chain environment. Managing people, performance management, experience of systems improvement and process change
• Previous exposure to Business to Business sales and strong customer service experience
• Ability to work under pressure and stay calm at all times
• Excellent coaching and communication skills
• Driven and Motivated with the desire to improve processes and systems