Customer Service Manager

Job Title: Customer Service Manager Contract: Full Time, Permanent Location: Leicester, Leicestershire The Commercial Division at SF Recruitment are currently working with a very exciting and well-established international business, who are actively seeking an experienced Customer Service Manager to join their Leicester team on a full time, permanent basis. As a Customer Service Manager, you will be responsible for managing a team of Customer Service Advisors by coaching, developing, and managing their performance and service delivery to the highest standard. You will also be responsible for ensuring that all projects are completed within agreed timeframes, and consistently reviewing budget requirements. Additional day-to-day responsibilities could include: - Ensuring that all customer service and administration requirements are completed to the highest standard and with a 'first-time' approach. - Allocating tasks to each individual Advisor, ensuring that these are completed within agreed timeframes and ownership of each case has been taken from the start to end process. - Providing support to the sales department with chasing and preparing customer quotations, through to installation and completion of works - Following up leads generated by engineers - Building effective business relationships internally with Commercial and Engineering teams, as well as with new, existing, and ex-user customers, to ensure that each opportunity is identified and maximised - Maintaining an accurately up to date system with customer records, creation of new installation requests and ongoing projects, so that this is accessible for both office and engineering teams to review at any time - Being the point of contact to handle any escalations or complaints efficiently and empathetically from customers, or project managers - Weekly and monthly reporting to the Director of Operations on all sales activities and performance against targets - Regularly reviewing customer satisfaction records, to ensure that retention is maintained - Carrying out regular 1-2-1 reviews and appraisals to ensure that everyone's performance is in line with the business, and providing additional support and training where necessary - Providing additional administrative support in busier periods to the wider team The successful Customer Service Manager will have a proven track record of getting the best out of their team, by being a supportive and encouraging leader. You will be able to deliver direct instructions, training, and coaching support to exceed business objectives. Ideally you will have experience managing a sales, servicing, or project team, ensuring that all tasks are completed to tight deadlines and to the highest standard. You will be a strong team player, who can build strong business relationships internally and externally and be confident when making decisions in pressurised environments. If you believe that you have the skills and experience as listed above, and keen to find out more regarding the Customer Service Manager opportunity, please click 'Apply Now' with a copy of your most recently up to date CV. Or alternatively, contact Jade directly, by sharing across a copy of your CV to