Customer Service Manager
Nst Recruiment
United Kingdom
5d ago

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.

Job Purpose

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
  • Apply
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