Customer Services Manager
£34.7k - 41.1k per year + £3000 Bonus + Excellent
Haywards Heath, Sussex
Customer Services Manager.
Salary £34700 to £41100 plus £3000 OTE after successful probation period. Excellent benefits package including enhanced holiday days. Monday to Friday - 40 hour week. No weekends.
Car owner driver essential due to rural location
Our successful and established 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 an existing manager. A strong work ethic in support of the team and management of expectations for customers will be a key element.
Implementation of improvement initiatives, ability to engage the team in changesWork with an ERP system to understand and manage operational performance (efficiency and effectiveness)Manage 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 analysisExperience of 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
Excel Embrace technologyProcess drivenExcellent verbal and written communicationAnalytical, able to problem solve and find sustainable solutionsTime Management
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