Customer Service Manager
Customer Service Manager - Wokingham
Salary: £35k -£40K DOE
My Client in Wokingham is looking for a Customer Service Manager to join the team.
The ideal candidates must have experience of telephone/email customer service as well as face to face ideally in an SME organization.
? Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.
? A proactive approach to all customer improvements, creating new initiatives, and ideas to enhance the reputation of customer services and the company.
? To oversee and manage the purchasing department to ensure the efficient and effective procurement of all goods and services in accordance with company KPI's
Key responsibilities and accountabilities:
? develop and implement customer service policies and procedures
? define and communicate customer service standard
? Build and develop their customer relations with networking and visits
? direct the daily operations of the customer service team
? plan, prioritize and delegate work tasks to ensure proper functioning of the department
? ensure the necessary resources and tools are available for customer service delivery
? review customer complaints
? track customer complaint resolution
? handle complex and escalated customer service issues
? identify and implement strategies to improve quality of service
? co-ordinate and manage customer service projects and initiatives
? evaluate and performance manage staff
? identify and address staff training and coaching needs
? Support finance team with credit control activities and info for customers
? Point of communication between customer services and finance to resolve queries
? Carry out staff 1-1's
Education and Experience:
? relevant degree in business administration
? customer service experience
? supervisory experience
? in-depth knowledge of customer se