We are looking for an experienced Customer Operations Manager for our niche sector client based in Horsham. The role is to manage the Sales Team and provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention and to meet their expectations. Monday to Friday - 38 hour week - £38000 - £40000

Key Responsibilities:


Improve customer service experience, create engaged customers, and facilitate growthTake ownership of customers issues and follow problems through to resolutionSet a clear mission and visionEmploy strategies focused towards that missionKeep accurate records and document customer service actions and discussionsAnalyse statistics and compile accurate reportsMentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowermentKeep ahead of industry’s developments and apply best practices to areas of improvementControl resources and utilise assets to achieve qualitative and quantitative targetsMaintain an orderly workflow according to priorities
Requirements:


Good organisational and planning skills with proven track record of project / task prioritisationGood problem-solving skillsGood understanding of customer requirements with proven track record in exceeding customer expectationsWillingness to adopt flexible work patterns when required to meet business needsWillingness to work with all levels within the organisationProven working experience as a Customer Service Manager, Retail Manager or Assistant ManagerExperience in providing customer service supportExcellent knowledge of management methods and techniquesAbility to think strategically and to leadAdvanced troubleshooting and multi-tasking skillsStrong client-facing and communication skillsCustomer service orientation