Customer Service Manager
Croydon
£35K - £40K per annum
My client is seeking an experienced Customer Service Manager to join their team. You will be responsible for the overall management of the Customer Service Team whilst ensuring the clients are receiving a first-class service. You will:
* Be the first point of contact for all customer complaints and operational issues. To provide a suitable resolution
* Monitor daily, weekly and monthly KPI’s
* Produce regular reports for the management team which includes team performance and operational activity
* Maintain regular contact with customers and pre-empt any delays with the orders
* Streamline the internal systems with the target to make all automated
* Assist the team with website customer service (live chats, website requests, follow ups)
* Update and maintain SAP with all customer information
* Provide regular training and development for the team members
* Manage team appraisals and performance management
* Monitor customer interaction quality (telephone, email, web chat) and guide the team with any required improvements
The ideal candidate will:
* Have a minimum of 3 years’ experience working within a Customer Management role
* Have strong leadership skills and have the ability to motivate and direct other team members
* Have excellent communication skills, both verbal and written
* Have strong attention to detail
* Work well within a fast-paced environment
* Ideally have working knowledge of SAP but not essential
* Have good working knowledge on Microsoft Office
Monday to Thursday 8am to 5pm & Fridays 8am to 4pm.
Benefits include 23 days holiday BH, pension, EAP programme, sick pay scheme, company performance related bonus, onsite gym and training and development.