Customer Service Manager

Your new company
what an amazing opportunity this is to work for a global company. This role is based in their site in Cookstown. Its a full time permanent job. Hours of work is Monday-Thursday 8-4.30 and Friday 8-2.30 however they can be slightly flexible with times. Salary for this role is circa £40k, plus company car

Your new role
As Customer service manager you will be managing a team of 7. This team consists of 3 Account Managers, 3 Administrators and 1 credit controller. Main duties include

• Lead and inspire the customer service team to deliver exceptional service, ensuring alignment with company standards.
• Foster team growth and development, creating a culture of excellence within the customer service department.
• Organise the customer service department to ensure that customer queries and complaints are dealt with in the most efficient, cost effective and complete way, always ensuring maximum customer satisfaction is achieved.
• Build strong internal and external relationships to ensure that customer retention is core to all our activities.
• Developing and updating customer service procedures and policies.
• Regularly report on customer service performance across key metrics, fostering transparency and accountability.
• Facilitate collaboration between customer service and other departments to uphold efficiency and customer satisfaction.
• Assist in recruitment, development, and appraisal of staff.
• Setting Customer service goals for team members and help them achieve their goals.
• Take ownership of customers issues and follow problems through to resolution.
• Monitor user feedback, performance indicators, and relevant statistics to inform decision-making.
• Preparing weekly and monthly reports.
• Work with the General Manager and the rest of the management team to drive the strategy for Customer Service, to deliver on customer growth and customer satisfaction goals.
• Assess customer accounts to ensure that it is profitable to the business.
• Work with the Customer Account Manager around customer renewals and pricing.
• Liaising with purchasing in relation to stock spend and stock control.
• Manage the process and renewal gap.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
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