Our client a leading company based in Heathrow are looking for an experience Customer Service Manager to join their growing team.
You will need 5 years of checkable reference to gain an airside pass.
Customer Service Manager will lead and manage the Customer Service Department. This is a critical role within the business as our ability to create the right Customer Service culture and environment and deal with enquiries efficiently and professionally and first time plays a major role in contributing to the growth of our business and ultimately to the bottom line performance.
The Customer Service Manager will need to create a new and improved dynamic and award winning customer support team. The team needs to make a noticeable impact across the business.
This will include supporting our customers and driving a new Customer Service culture throughout the business.
Key Accountabilities / Objectives
Assist in the development and implementation of a Customer Service strategy which supports the business strategy for growth and adopts new ethics and standards across the company.
To include but not limited to : call handling, complaints procedure, order process, stock handling and monitoring, customer satisfaction surveys, order acknowledgement and order fulfilment.
Ensure that priorities and better set especially in setting customer expectations and meeting agreed deadlines, delivering a positive end to end experience for the customer throughout the order life-cycle.
Governance around the Customer Service program committed to providing world class service and where an individual is not meeting their objectives for customer service, supporting measures to remedy the situation.
Ensure that the Customer Service function has in place the necessary processes and technologies to better manage customers across all work streams
Enhance the day to day support to the sales team to help defend and grow the revenue streams by implementing a support structure that provides information promptly and reliably.
Monitor the performance of Customer Service by putting in place Key Performance Indicators (JKPI’s) to ensure that all departments are providing the highest levels of customer service and delivery.
Must establish and maintain excellent working relationships with internal departments including operations, engineering, finance, sales etc.
Management of all customer complaints
Provide the customer with regular updates of BAU delivery milestones from placement of order to sign off and customer feedback
Implement an effective process to raising of minor works orders and adhoc requests
Ensure all Request for Service tickets are raised on the appropriate company systems, assigned to relevant recipient(s) and ensure regular and accurate t updates are provided to customers up to the point of delivery.
Support the sales team in the preparation of customer reports for service review meetings
Ensure general administrative support is provided for the processing and reporting of FORS, Access passes and arrangements, travel and accommodation, office supplies, etc.
Key Qualifications and Experience.
The position will be ideally suited to an individual who has a proven track record in managing customer service teams
Consultative skills necessary for the development of solutions to meet customer business requirements
Strong customer service background with over five years’ management experience
Familiarity with customer’s management relationship database packages
Ability to take ownership of an issue and see it through to conclusion
Whatever it takes Can do attitude
Customer focused and experienced in managing expectations
Self-motivated, positive outlook
Ability to prioritise and co-ordinate several projects at once
Influential relationship management skills with stakeholders, colleagues and users in pursuit of delivering high quality services whilst maintaining service targets.
Experience of managing team performance to agreed operational targets.
Excellent presentation and written skills
Strong analytical skills, and able to make sense of complex and logical problems quickly