Customer Service Manager

We are seeking a highly motivated and experienced Customer Service Manager or Senior Team Leader to join our amazing client on a 12-month fixed term contract to lead the customer service team. The ideal candidate will have a passion for customer service, excellent leadership skills, and a proven track record of managing a successful customer service department. There will be plenty of process improvements and efficiencies required, enhance the level of customer service they provide as standard – make it outstanding, performance management of the team and developing individuals.

This is a 12 month Fixed-term contract working Full Time, 37 hours between Monday to Friday 8.30am-5pm. Hybrid working is also available 

Duties:

• Lead and manage the customer service team to deliver a first-class customer experience and ensure consistently high levels of customer satisfaction
• Train, mentor, and develop the team
• Conduct regular performance reviews and 121s
• Handle escalated customer complaints
• Ensure the team provide timely and effective resolution of customer issues, working within service level agreements
• Prepare and present regular reports on customer service performance
• Work closely with other departments to ensure a seamless customer experience.
• Communicate effectively with team members and other stakeholders.

Experience:

• Proven experience in a similar role
• Clear and effective communicator
• Strong leadership skills to motivate and guide the customer service team
• Positive attitude and passion for customer service
• Ability to drive change and influence others
• Proficient with Microsoft packages and CS technology