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Customer Services Manager

Job Description

I am recruiting for an experience Customer Service Office Manager for my client who is based close to Birmingham Airport. This is an exciting opportunity to join a global business that is a market leader within their industry and is offering a salary of circa £30,000 plus some fantastic benefits.

THE ROLE

As the Customer Service Manager, you will be leading a team of 8 Customer Service Administrator Coordinators who are tasked at scheduling inventory checks for the business' clients. You will take responsibility for the day to day running of the team which will include daily briefings, call monitoring, coaching, training and developing, conducting performance reviews, managing and staff absences and disciplinary's, resolving escalated issues/complaints and managing SLA's all to ensure the very best level of service is given to their customers (B2B).

You will need a strong background in team management alongside Microsoft Excel skills with the ability to create V-look ups and pivot tables to display various sets of data for reports to be created and analysed.

TYPICAL DAILY JOB DUTIES - WHAT WILL YOU BE RESPONSIBLE FOR?

- Provide first line leadership to the team

- Prepare and hold Team Briefings

- Train, coach and develop individual team members thereby improving their skills, confidence and capability

- Conduct Team Probation reviews, Performance Management, One to One appraisals, feedback and mentoring

- Train, coach and develop individual team members thereby improving their skills, confidence and capability

- Managing holiday requests and absence levels

- Responsible for proactively ensuring inventories are scheduled in a timely and accurate manner

- Takes responsibility for all CSC administration including producing reports, management information and communication

- Promote and maintain effective, professional working relationships with customers, managers and other business professionals

- Review current processes, implementing improvements and new procedures to enhance customer service and productivity

- Maintain a high level of confidentiality in all duties

- Apply common sense understanding and use appropriate judgment in routine business situations and maintain business ethics at all times

- Escalates information and issues quickly and appropriately as required

- Demonstrates high performance working to enhance the company brand and maintain their reputation as the market leader in inventory services

- Assist with recruitment

- Performs special projects and other duties as assigned

PERSON SPECIFICATION

- A minimum of 2 years previous experience within an administration/call centre managerial position is essential

- Excellent interpersonal skills with the ability to deal with internal and external stakeholders including senior managers

- A customer focussed individual

- Demonstrate strong communication skills, both phone based and email - Ability to motivate and inspire; a bright individual with a positive attitude

- Experience of training, coaching and developing team members

- Experienced in conducting performance reviews

- Committed to the provision of excellence customer service

- A confident written and verbal communicator

- Exceptional organisational skills

- Ability to multi-task, prioritise workload and re-organise tasks as necessary

- Ability to work under pressure and be self-motivated

- Excellent computer skills (confident on MS packages including outlook and excel)

- Strong excel skills, functions such as formula`s, pivot tables, V-lookups

- Accuracy in managing data and associated information and producing reports

- Approachable, enthusiastic with a 'can do' attitude

- Confident, sensitive and empathetic natured

- An analytical approach to the working environment and effective problem solving skills

***PLEASE ONLY APPLY IF YOU MATCH THE PERSON SPECIFICATION ABOVE AND ARE ABLE TO DEMONSTRATE THIS VIA YOUR CV AND AN INTERVIEW***

PACKAGE AND BENEFITS

- Circa £30,000 salary based on experience

- Monday - Friday 8.30-5pm working hours

- 33 days holiday (inclusive of 25 days + all bank holidays)

- Onsite parking

- Pension scheme
- Free gym membership

- Health care & dental care scheme

- Childcare vouchers

DOES THIS SOUND LIKE YOU? ARE YOU INTERESTED IN THIS ROLE? THEN I WOULD LOVE TO HEAR FROM YOU.

Please send your CV and call Adam or Charlie on 0121 643 6954

***If you have not received a response within 48 hours, unfortunately your CV has not been selected on this occasion***

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