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Customer Service Manager

£35k - 37k per year + Excellent benefits package

Burgess Hill, Sussex


Customer Services Manager.

Salary £35K to £37K plus excellent benefits package including enhanced holiday health and child care schemes Hours Monday to Friday 40 hour week.

Car owner driver essential

Our established product supply client is looking for a skilled and experienced Customer Services Manager to join their team supporting retail and wholesale markets. This position is available due to promotion of existing manager. A strong work ethic in support of the team and management of expectations for customers will be a key element.

Required Experience

Implementation of improvement initiatives, ability to engage the team in changesWork with an ERP system to understand and manage operational performance (efficiency and effectiveness)Managed ProcessesManage the department with KPIs and planned resources to ensure consistent delivery of the KPIsManaged third-party contract providers to meet SLAs that align with business needsTeam Management skills: (development program methodology, experience/understanding performance management, communication rhythms, using effective meeting frequency and agendas)Set and accurately reported on KPI's and targets - actuals vs targetsRoutinely completing root cause analysisAt least 5 years managing a Customer Service Department, including proactive and reactive customer service tasksUtilisation of multiple methods to obtain customer feedback such as NPS surveys, CSATs and Ticketing, CRMComprehensive understanding of service strategies and technologies
Required Skills

Excel (basic formulas, formatting, power BI)Embrace technologyProcess drivenExcellent verbal and written communicationAnalytical, able to problem solve and find sustainable solutionsTime Management

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