CUSTOMER SERVICE MANAGER

REQUIREMENTS:

The Customer Service Manager is an extremely important role within our business, as our very highly regarded reputation depends not only on fantastic quality products, but also a very high level of service. You would be responsible for this over our two customer service shifts which will span from 6.30am-2am. You will receive help and guidance in doing so from the Relations and Marketing Manager, who you will report to. 

TASKS WILL INCLUDE:

• Managing a team of customer service staff who liaise with Michelin starred clients daily
• Communicating via a number of platforms with, and aiding customers using your knowledge of our products and services and keeping a record of these on our CRM function 
• Investigating and solving client issues that have been escalated to you by customer service assistants which may result in using discretion in gestures of goodwill 
• Analysing data to determine the level of customer service we are providing - including phone call recordings and statistics
• Improving customer service procedures, policies and standards for your department on your own and with other managers in the team
• Recruiting, training and reviewing departmental staff to ensure the highest levels of customer service are being carried out
• Learning about and promoting new products and services we provide
• Being aware of new developments in the customer service sector of the industry, by reading relevant publications, going to meetings and attending courses;
• Attending various events involving customers.

THE SUCCESSFUL CANDIDATE WILL HAVE:

• Exceptional communication skills with the ability to remain polite and professional under pressure 
• Motivational skills - both in yourself and and ability to enlist this in your staff to upkeep morale 
• Diplomacy and tact to problem solve, whilst understanding the 'bigger picture' and the effect of your decisions on the company and client base as a whole 
• And innovative mind- always thinking of ways to improve policies and procedures 
• Organizational and planning skills to operate seamlessly and efficiently 
• Awareness of importance of personal presentation; clients and suppliers visit the offices regularly 
• A commitment to improve your own customer service and management skills on an ongoing basis
• Previous management experience – essential

SALARY 

£32,000 per annum + monthly performance bonus on completion of probationary period