Customer Service Manager
- Recruiter
- Confidential
- Location
- Nottingham
- Salary
- Competitive
- Posted
- 21 Jul 2021
- Closes
- 18 Aug 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Recruitment | Training | Business Advice & Consultancy
Vacancy profile
Job Title: Customer Service Manager
Location: Nottingham
Salary: GBP40,000 - GBP45,000 p/a
Type: Full-time, permanent
Our client is the leading European innovator of customer driven inventory-as-a-service solutions.
They are looking for a dynamic and highly experienced Customer Service Desk Manager, with excellent leadership and people management skills and who is used to managing changeable environments particularly during periods of company growth.
The Role
You will be responsible for managing the daily operations of the CTS Team, helping to ensure that the Customer Support Help Desk runs seamlessly and is constantly developing and improving
You'll be responsible for performance, ensuring all operational requirements are in line with agreed KPIs and SLAs
Build and maintain relationships with 3rd party suppliers/partners/vendors to ensure their performance is in line with Company standards and expectations
Act as a point of escalation, monitoring response rates and the progression of all services, managing and resolving any escalated issues
Manage emergency incidents, planned downtime and other service interruptions, effectively communicating updates to the business.
Act as the Helpdesk representative at internal and external meetings, producing reports and data as necessary.
Coach and develop team leaders and team colleagues in line with company values
Use systems to develop and identify reports to identify areas of change, development and improvement
Promote a culture of continuous improvement
Maintaining open and meaningful communication with internal and external stakeholders
As appropriate, lead, attend and participate in meetings with the senior leadership team, team leaders and team members
Make a positive impact on the business by always promoting best practice standards
The Candidate
Strong proven management, supervisory leadership experience in a Service/Help Desk and/or customer service environment is essential with the ability to lead and service others
Ideally, previous experience of working within the IT Solutions industry
Knowledge and understanding of relevant industry standards
Must be flexible and able to work outside of core office hours where the business needs require
Excellent organisation and time management skills with the ability to work to tight deadlines
Exceptional verbal and written communication skills with the ability to persuade, influence, negotiate and quickly establish effective working relationships
Ability to identify problems, provide solutions and implementing the most appropriate actions.
You will have experience in performance managing a team, have strong motivational skills and be able to deliver quality outputs, including KPIs and objectives, within agreed timescales
Vacancy profile
Job Title: Customer Service Manager
Location: Nottingham
Salary: GBP40,000 - GBP45,000 p/a
Type: Full-time, permanent
Our client is the leading European innovator of customer driven inventory-as-a-service solutions.
They are looking for a dynamic and highly experienced Customer Service Desk Manager, with excellent leadership and people management skills and who is used to managing changeable environments particularly during periods of company growth.
The Role
You will be responsible for managing the daily operations of the CTS Team, helping to ensure that the Customer Support Help Desk runs seamlessly and is constantly developing and improving
You'll be responsible for performance, ensuring all operational requirements are in line with agreed KPIs and SLAs
Build and maintain relationships with 3rd party suppliers/partners/vendors to ensure their performance is in line with Company standards and expectations
Act as a point of escalation, monitoring response rates and the progression of all services, managing and resolving any escalated issues
Manage emergency incidents, planned downtime and other service interruptions, effectively communicating updates to the business.
Act as the Helpdesk representative at internal and external meetings, producing reports and data as necessary.
Coach and develop team leaders and team colleagues in line with company values
Use systems to develop and identify reports to identify areas of change, development and improvement
Promote a culture of continuous improvement
Maintaining open and meaningful communication with internal and external stakeholders
As appropriate, lead, attend and participate in meetings with the senior leadership team, team leaders and team members
Make a positive impact on the business by always promoting best practice standards
The Candidate
Strong proven management, supervisory leadership experience in a Service/Help Desk and/or customer service environment is essential with the ability to lead and service others
Ideally, previous experience of working within the IT Solutions industry
Knowledge and understanding of relevant industry standards
Must be flexible and able to work outside of core office hours where the business needs require
Excellent organisation and time management skills with the ability to work to tight deadlines
Exceptional verbal and written communication skills with the ability to persuade, influence, negotiate and quickly establish effective working relationships
Ability to identify problems, provide solutions and implementing the most appropriate actions.
You will have experience in performance managing a team, have strong motivational skills and be able to deliver quality outputs, including KPIs and objectives, within agreed timescales