Job Ref: 213711235

Date: 2021-05-10 10:15:40

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Customer Service Manager 
Based near Towcester, Milton Keynes

Salary is £30-£33,000
On-site gym
Candidate must have independent travel due to remote location
9-5.30 Monday-Friday
20 days annual leave plus bank holidays

Purpose of Job:
To organise and manage the activities of the Customer Services operations to ensure high standards of customer service to users, support to installers, 
This is a small, but busy and growing team, and the role will be hands-on and require process improvements, service monitoring and expansion.

To manage the activities of the Customer
Support team – work allocation/ follow up issues/escalations/delegation/driving
performance of team
Feedback and commentary into monthly management meetings

100% of tickets dealt with within agreed SLA/timeframes
High performing Customer Services Team meeting objectives
Reduction in complaints
Testing new releases Testing completed to deadlines
Customer Service/Account Management Contact Calls/week – logged, outcomes, commentary
Up to date and accurate customer
information 
100% customer satisfaction

Systems and Processes – review internal processes and systems including order management activities, call handling systems and working with large customers to ensure we integrate smoothly with them

Process management systems and processes running efficiently. Correction
action taken as necessary. Team consistently working to ISO and
Quality Standards

Required Experience, Knowledge, Abilities:
 Good verbal and non verbal skills
 Experienced in customer service management
 Experienced in people management, setting goals and targets
 Keen to develop and take responsibility for team outputs with clear vision of good standard
 Able to identify ways in working that improve efficiencies and effectiveness of team

JOB/PERSON PROFILE
 Able to work within ISO and Quality Standards,
 Calm disposition – able to deal with customer complaints and complex situations clearly and with ownership
 Well organised and good time management skills and able to instil these
disciplines in team
 Successful DBS Check
 Experience with Office applications, CRM/Contact databases

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Temporary and Permanent staffing 
Commercial and Industrial roles
Local Agency, Local Candidates, Local Expertise.   
Please note. Every candidate will be assessed in accordance with their qualifications, merit, and ability to perform the duties of the job role advertised. Please be advised that no terminology in this advert is intended to discriminate on the grounds of a person's religion, gender, race, colour, age, sexual orientation, disability, or marital status

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