Customer Service Manager

We are currently seeking an experienced Customer Service Manager to join a well-established, family-run SME based in Linton. As a Customer Service Manager you will provide and ensure superb customer service by leading and motivating the customer service team. You will foster positive relationships with clients, sales, marketing, finance and operations teams. You will also executes the intake of orders and all incoming communications, provide direct support and problem-solving resources to the Sales Teams.

Key duties and responsibilities....

• Supervise day-to-day operations in the customer service department.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Work proactively and cooperatively in direct support of the sales team to grow existing customers, create new customers, and increase customer satisfaction
• Ensure customers achieve the best buying experience possible through effective and timely communicating
• Work proactively, coordinate & collaborate with the sales and marketing staff to provide world class levels of customer service
• Listen and respond to customers' needs and concerns. Positively impact the company's bottom line by problem solving and turning frustrated clients into ongoing customers
• Maximize customer operational performance by providing help desk resources and technical advice in a timely and effective manner; resolving problems; disseminating advisories, warnings, and new information; detecting and diagnosing problems
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Record details of customer contacts and actions taken
• Track, measure and evaluate customer service metrics and trends

Requirements

• Proven progressive experience in a customer service or internal sales role in a major regional or national organisation
• Recognised certification in customer service, or a combination of education and work experience
• Proven experience in supervisory roles managing customer service team
• Competent in the use of ERP/CRM systems and standard Microsoft Office software
• Proven excellence in customer service
• Excellent communication skills
• Valid driver's license and ability to travel to clients' offices and work sites

Benefits

• Salary circa GBP30,000 per annum DOE
• 20 days holiday + 8 days BH + Christmas holiday shut down dates!
• Pension
• Equipment provided
• Career progression available