Customer Service Manager

Reporting to the Head of Business Support, in this position you will be responsible for a team of Customer Service Executives overseeing the day to day operation of the department ensuring that at all times we continue to deliver unrivalled customer support to our external customers requests. This is a key role with responsibility to uphold the reputation of our company and with responsibility to ensure we retain and grow a profitable UK customer base.

Your tasks
- Manage the Customer Support team, leading, motivating and developing them
- Develop excellent working relationships with our external customers
- Develop a good understanding of our customers portfolio and their future business needs
- Support the team by performing tasks with them when required
- Dealing with external and internal queries, any complaints and keeping customers updated
- Work closely with the Sales team to successfully integrate new business and grow existing accounts
- Ensure telephones are answered promptly and professionally and enquires are processed within agreed SLA's
- Ensure the CRM system is updated with accurate records
- Manage team performance targets and conduct 1-2-1's appraisals
- Propose ideas for continuous improvement

Your profile

- You are a strong manager with demonstrable experience of managing a team
- You have the ability to lead and motivate others
- You have excellent communication skills both written and oral
- You possess advanced IT skills in Microsoft applications
- You can deal with pressure in a professional manner and can work to tight deadlines
- You are a confident decision maker with the ability to inspire confidence for your customers and to your team
- You have a high personal responsibility, perseverance, good team sprit and appreciate collaboration at all levels, with different countries and cultures

Our mission is to excel in very interaction with our customers. Our values are trust, friendliness, ease of use and our commitment to sustainability