Job Description

We are recruiting for a Customer Services Manager for one of our leading manufacturers of UPVC and Aluminium windows. This is a fantastic family orientate company and the MD is very hands on.

We are looking for someone to take ownership of the customer service experience for the Retail division of the company and lead the team to ensure excellence in all aspects. The Customer Services Manager will take overall ownership of the Retail Administration and Customer Services team.

Key Responsibilities:
- Review the customer experience and implement improvements
- Audit the customer service experience to ensure we are complying with the procedures
- Lead and motivate the team
- Ensure the installations manager is auditing installations regularly and feeding back to the installation team accordingly so we constantly make the improvements necessary
- Ensure the Installations Manager is reporting on issues through the agreed format & his day is planned and organised
- Deal with customer complaints promptly to avoid them escalating, this will include telephone and face to face contact with the customers
- Carry out appraisals with the team on a 6 monthly basis and have regular informal reviews to feed back on performance
- Ensure every customer is kept up to date with the progress of their installation
- Be responsible for debt; ensuring any outstanding issues are dealt with promptly and we are requesting payment in a timely and customer friendly way
- Oversee the general administration and installation for the Retail division ensuring we are making the necessary improvements, this includes from sales order to processing and through to installation
- Monitor the service calls for the department and ensure we are providing a great customer service
- Monitor the efficiency of the department and manage the team against the agreed KPI's
- Cut out wasted time/procedures and monitor the effectiveness

Role requirements:
- Successful experience in a similar role
- Previous experience of managing and leading successfully
- Ideally experience within a retail environment dealing with domestic customers
- Excellent administration and customer service skills
- Ideally educated to degree level
- Able to demonstrate professional customer service management experience
- Will have ideally demonstrated the ability to retain technical knowledge to some degree
- Can motivate a team and improve overall performance
- Excellent planning and organisational skills which can be demonstrated

This is a Monday to Friday position 8am - 5pm with a 4pm finish on a Friday. We are looking at a salary of around £25k for the right candidate.

If you believe you have the required skills and experience for this position, please apply online or call Becky on 01522 528115 for further information