Customer Services Manager
| Dyddiad hysbysebu: | 22 May 2024 |
|---|---|
| Cyflog: | £34,000 to £38,000 per year |
| Oriau: | Full time |
| Dyddiad cau: | 21 June 2024 |
| Lleoliad: | Birmingham, WMD, B24 |
| Cwmni: | Workforce Recruitment and Training |
| Math o swydd: | Permanent |
| Cyfeirnod swydd: | 115179 |
Crynodeb
**HR Advisor**
**Central Birmingham**
**40 hours (can include weekends and weekdays) - Hours range between 08:00-17:30.**
**£34,000-£38,000 D.O.E.**
****
We're currently supporting our client, a rapidly expanding company based in Central Birmingham, with retail stores across the UK. We have an exciting opportunity for the right candidate, to join the team as their Customer Service Manager
**Summary:**
Within this role you will take full responsibility for the day to day running of the customer service operation and team. Proactively manage and co-ordinate day-to-day activities whilst achieving targets and delivering a high-quality professional service to our e-commerce customers, store customers and internal teams.
**Key Responsibilities:**
* Managing and leading a team of phone-based customer service advisors
* Dealing with escalations and customer complaints
* Support with the recruitment process of the team
* Manage the training and development of the team
* Develop and implement customer service policies and procedure
* Measure customer satisfaction and improve services
* Monitor measure and improve department KPIs where necessary
* Search for opportunities to increase customer loyalty and satisfaction
* Undertake performance management duties and provide feedback as well as coaching to achieve business goals and personal development
* Manage the overall use of all customer service systems and process
* Manage the team rotas and implement multi tasking across the team
* Offer a full customer service experience to both e-commerce and store locations, via email, telephone and social media
* Build effective relationships with internal departments and external third parties
* Oversee Health and Safety within the department and team
**Desirable:**
* Experience using Freshdesk
* Experience using Digital Genius
**Person Specification:**
* Previous customer service experience in Managerial/Supervisory capacity
* Ability to meet deadlines
* Confident and able to work under pressure
* Good communication skills with good attention to detail
**Package:**
* Competitive Salary based on experience
* 22 days holiday plus bank holidays increased following 2 years service
* Purchased holiday scheme following 2 full years service
* Employee discount up to 50%
* Health cash plan available
* Workplace pension
* Free tea and coffee
Workforce Professional are responsible for thousands of temporary, temp-to-perm and permanent vacancies across the country.
We operate from several prime locations in the area and are likely to have an office right near you. Our team offer a unique service tailored to match your precise needs, and can assist you with the following job roles: Sales Manager, Business Development, Field Sales, Sales Executive, Telesales, Telemarketing and Account Managers.
We are always on the lookout for the very best talent, so if you know anyone, refer them to our professional and friendly team who will be more than happy to help.
**Central Birmingham**
**40 hours (can include weekends and weekdays) - Hours range between 08:00-17:30.**
**£34,000-£38,000 D.O.E.**
****
We're currently supporting our client, a rapidly expanding company based in Central Birmingham, with retail stores across the UK. We have an exciting opportunity for the right candidate, to join the team as their Customer Service Manager
**Summary:**
Within this role you will take full responsibility for the day to day running of the customer service operation and team. Proactively manage and co-ordinate day-to-day activities whilst achieving targets and delivering a high-quality professional service to our e-commerce customers, store customers and internal teams.
**Key Responsibilities:**
* Managing and leading a team of phone-based customer service advisors
* Dealing with escalations and customer complaints
* Support with the recruitment process of the team
* Manage the training and development of the team
* Develop and implement customer service policies and procedure
* Measure customer satisfaction and improve services
* Monitor measure and improve department KPIs where necessary
* Search for opportunities to increase customer loyalty and satisfaction
* Undertake performance management duties and provide feedback as well as coaching to achieve business goals and personal development
* Manage the overall use of all customer service systems and process
* Manage the team rotas and implement multi tasking across the team
* Offer a full customer service experience to both e-commerce and store locations, via email, telephone and social media
* Build effective relationships with internal departments and external third parties
* Oversee Health and Safety within the department and team
**Desirable:**
* Experience using Freshdesk
* Experience using Digital Genius
**Person Specification:**
* Previous customer service experience in Managerial/Supervisory capacity
* Ability to meet deadlines
* Confident and able to work under pressure
* Good communication skills with good attention to detail
**Package:**
* Competitive Salary based on experience
* 22 days holiday plus bank holidays increased following 2 years service
* Purchased holiday scheme following 2 full years service
* Employee discount up to 50%
* Health cash plan available
* Workplace pension
* Free tea and coffee
Workforce Professional are responsible for thousands of temporary, temp-to-perm and permanent vacancies across the country.
We operate from several prime locations in the area and are likely to have an office right near you. Our team offer a unique service tailored to match your precise needs, and can assist you with the following job roles: Sales Manager, Business Development, Field Sales, Sales Executive, Telesales, Telemarketing and Account Managers.
We are always on the lookout for the very best talent, so if you know anyone, refer them to our professional and friendly team who will be more than happy to help.