Customer Services Manager

25 Sep 2020
01 Oct 2020
Contract Type
Full Time
Customer Service Manager

Location: Paisley

Package: Competitive Basic Salary, Performance Bonus, Pension and Benefits

Job Role: To develop, manage and continuously improve the Customer Service function for our client's business, putting the customer at the heart of everything they do.

Core Responsibilities:

* Effectively deal with customer queries through thorough investigation and effective questioning, accurately recording the process using our CRM system

* Deliver outstanding Customer Services both internally and externally through having a proactive attitude and taking ownership for everything that you work on.

* Review the current processes, relationships, activities, tools and business flows and present a plan to amend so as to deliver best in class customer service

* Build and maintain strong relationships with our internal and external customers through effective communication skills both written and verbal.

* Introduce, monitor, develop and report a suite of relevant KPIs to track the performance of the CS team and our service to the customer

* Ensure consistently high standards of housekeeping throughout the department

* Mentor and develop your staff to broaden their knowledge and their ability to take on extra responsibility

* Set team & individual targets and continually monitor and report these

* Implement strategies to improve the effectiveness of the team & individuals.

KPIs will include:


* Raised ticket numbers

* Response times

* Call and email volumes

* Customer satisfaction surveys

The Candidate: Our client is looking to recruit a Team leader within a progressive Customer Services team and delivered outstanding Customer Services in a previous role with:

* In depth customer service knowledge and experience

* Excellent communication skills (written and oral) with ability to communicate at all levels

* Strong IT skills including use of Excel, Word and PowerPoint

* MS CRM knowledge and competency

* Self-motivated and resourceful

* Results orientated, with desire and tenacity to optimise performance

* A proven leader with excellent interpersonal and team building skills

* Excellent organisational and delegation skills

* Ability to plan and prioritise workload for self and team

* Customer relationship management skills, with experience dealing with customers across a wide range of industries and types

* High level of numeracy and literacy