Customer Services Manager

40000.00 - 42000.00 GBP Annual
20 Jul 2021
16 Aug 2021
Contract Type
Full Time
Customer Services

Permanent, Full Time


Do you have experience of managing sales teams? Do you have experience of mentoring salespeople and customer services teams? A you a fun, reliable and dedicated motivator that is full of energy and enjoys motivating a team? If so... we may have your next opportunity!

Job Overview

The Customer Services / Contact Centre Manager shall be responsible for successfully leading a sales team and customer service team ensuring that that are all proficient, targeted and motivated in their daily duties.

Key Responsibilities

The Customer Services / Contact Centre Manager shall be responsible for:

Ensure that tasks are planned and prioritised effectively, efficiently and all essential tasks expected of the sales team are covered.
Continuously maintain our client's "first-class customer service approach" when liaising with clients and suppliers.
The teams customer interactions and customer experience.
Monitoring, managing and reporting on the team KPI's.
Maintain and exceed customer service standards / call quality.
Recruit, induct, train and coach your team to be the best they can be.
Develop, update and work with the sales team to implement new accounts and processes to improve efficiency and maximise customer potential.
Ensure that the lines of communication between the customer and the company are always open.
Work collaboratively with key stakeholders to check that the team are on track with KPI's against targets and achieving high customer satisfaction scores.
Meet agreed SLA's and KPI's.
Hold regular communication sessions with all staff in the form of; daily huddles, one to ones and regular meetings with the management team to create great relationships, ensuring continuous improvement.
Identify and instill best practice, processes, systems and drive continuous developments.
Maintain up to date industry knowledge. Skills & Experience

Be passionate about the customer and your team.
Excellent line management skills.
A proactive approach with an ultra-positive attitude.
A willingness to adapt and learn new skills.
Professional, reliable and approachable.
Experience within a sales, call centre and customer service environment.
Ability to analyse data and produce reports for the Managing Director as and when required.
Ability to plan, organise and prioritise.
Nurture existing client relationships, building relationships with well-established accounts.
Put customers and people at the heart of all activity ensuring the customers are treated as people and people as customers at all times.
Maintain professional working relationships with colleagues.
Utilise the support available from other departments to maximum effect.If you're an outgoing, approachable motivator with experience of working within a sales environment then we're keen to hear from you