Customer Service Manager - Farnborough, Hampshire

Location Farnborough
Job type: Permanent
Salary: £30000 - £38000 per annum + Great Benefits
Job ref: BBBH3492/2_1635848925
Published: about 1 month ago
Client: C2 Recruitment

Customer Care Manager - B2B
Farnborough, Hampshire
Salary £30,000 to £38,000 per annum dependant on experience plus great benefits
Free onsite Parking

Jan 2022 Start Date

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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