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Customer Service Manager

Customer Service Manager - Wokingham

Salary £28k -£32K DOE

My Client in Wokingham is looking for a Customer Service Manager to join the team.

Must have experience of telephone/email customer service as well as face to face ideally in an SME organization.

Position Purpose

Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

A proactive approach to all customer improvements, creating new initiatives, and ideas to enhance the reputation of customer services and the company.

Core Values

To uphold the 5 core values of:

Respect Integrity Positivity Reliability Efficiency

Key responsibilities and accountabilities:

? develop and implement customer service policies and procedures
? define and communicate customer service standard
? direct the daily operations of the customer service team
? plan, prioritize and delegate work tasks to ensure proper functioning of the department
? ensure the necessary resources and tools are available for customer service delivery
? review customer complaints
? track customer complaint resolution
? handle complex and escalated customer service issues
? identify and implement strategies to improve quality of service
? co-ordinate and manage customer service projects and initiatives
? evaluate and performance manage staff
? identify and address staff training and coaching needs
? Support finance team with credit control activities and info for customers
? Point of communication between customer services and finance to resolve queries

Education and Experience

? relevant degree in business administration
? customer service experience
? supervisory experience
? in-depth knowledge of customer service principles and practices
? proficiency in CRM systems
? proficiency in MS Office applications
? product knowledge

Key Comp