Customer Care Manager - B2B
Salary £30,000 to £38,000 per annum dependant on experience plus great benefits
Free onsite Parking
My client is a well-established, high quality office furniture supplier. They are looking to recruit a Customer Care Manager to lead and manage the customer services department. In this newly created role you will lead, develop and manage a small customer services team, whilst working closely with the logistics partner to ensure great service to all customers.
Main Job Responsibilities:
- Lead Customer Service team activities to run as efficiently, smoothly and effectively as possible.
- Provide one touch resolution to all customer inquiries by training and empowering the Customer Care team wherever possible.
- Monitor and ensure quality responses to all customer inquiries.
- Report weekly & monthly performance against KPI's, including our net promoter Score, and propose appropriate actions to ensure continual improvement.
- Actively identify both immediate & long-term solutions to problems.
- Develop a strong relationship and communication with the logistics partner to ensure the best possible service and communication to our customers.
- Promote the general image of the company in a positive manner, leading by example.
- Provide coaching, recognition, guidance, and training to the Customer Services team.
- Write and manage internal policies and procedures to effectively deliver customer-centric experiences while focused on the overall expense to the business.
- Accomplish customer service human resource objectives by recruiting, selecting, training, and coaching employees while increasing employee satisfaction.
- Plan, monitor, appraise, and review job contributions of the team through established KPIs and SLA targets.
Skills And Capabilities:
- Minimum 5 years management or leadership experience in a customer service environment with experience building, scaling and managing a customer service team within a hard goods product area.
- Self-motivated with driven, with a passion for ensuring customer service excellence.
- Highly effective communicator at all levels.
- Strong planning and organizational skills; time management skills and the ability to work well under pressure.
- Team player, team motivator, and sets high personal standards.
- Fluent with Contact Centre call software, CRM systems, and high technology acumen
This is a fantastic opportunity for an experienced and driven Customer Care/Services Manager to take on a brand-new role with a dynamic and growing business.
If you feel this role would be ideal for you then please apply today with a copy of your CV.
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