Customer Service Manager

Description:

We are seeking a driven and detail-oriented customer service manager to join our growing team. In this position, you will play a key role in providing stellar customer service experiences on a daily basis. You must be a reliable professional with outstanding coaching skills and a user-centric mindset. Your primary goal will be to foster a positive environment that empowers the service team to excel and the business to thrive.

Responsibilities:

• Delegate tasks to customer service team members.
• Monitor team performance to ensure a positive customer experience and meet business objectives.
• Assist the team by performing tasks alongside them.
• Facilitate training and development to enhance team capabilities.
• Complete the necessary paperwork related to customer service operations.
• Handle complaints from both staff and customers promptly and professionally.
• Report to senior management or personnel as required.
• Enable the service team to deliver exceptional customer service by holding them accountable and removing roadblocks.
• Measure and report the customer service department’s efforts and successes to internal stakeholders.
• Continually seek ways to improve performance, efficiency, and efficacy based on metrics and customer feedback.
• Provide insights from customer data to the marketing and sales departments to support organizational growth and reduce churn.

Qualifications:

• Business-related qualifications are advantageous but not necessary.
• Basic formal education is required.
• Proficient in English, both spoken and written.
• Strong social, interpersonal, and communication skills
• Good commercial acumen.
• Ability to perform additional duties as advised.
• Proficient knowledge of customer service and standard office practices and procedures
• Proficient computer skills and adeptness in handling standard office equipment.

Skills:

• Excellent interpersonal skills.
• Flexibility and ease in adapting to a fast-paced work environment
• Creative problem-solving abilities.
• Initiative-taking and the capacity to work with minimal supervision.
• Strong coaching skills to develop and motivate the team.
• Self-awareness and the ability to harness individual and team strengths
• Understanding of team dynamics and preference for collaborative work
• Motivation and empowerment skills to drive team performance.
• Positive communication to foster a constructive work environment.
• Resilience, well-being, and the ability to manage performance and encourage staff

Experience:

• At least 1 year of experience in a customer service role.

Additional Requirements:

• Outstanding organizational skills.
• Excellent phone etiquette.
• Availability to work in shifts.

Minimum Salary Offered:

• £26,250

Benefits:

• Permanent
• 28 days of Paid Holidays