Customer Service Manager

  • Confidential
  • Renfrewshire, UK
  • 04 Nov, 2021
Full Time Customer Service

Job Description

We are currently recruiting a Customers Service Manager for our clients site in Renfrewshire, where you will be responsible for developing a team of 10 advisors in a fast paced, service driven environment.

This role will be tasked with developing, managing and continuously improving the customer service function for our client, making sure that their customer base is at the heart of everything they do.

Responsibilities:

Effectively handle customer queries through detailed investigation and effective questioning, accurately recording the process using our CRM system

Guide and develop staff to enhance their knowledge and their ability to take on extra responsibility
Set team & individual targets and continually monitor and report these
Implement plans to improve the effectiveness of the team & individuals.

Outstanding customer services both internally and externally through having a positive attitude and taking ownership for everything that you work on
Review the current processes, relationships, activities, tools and business flows and present a plan to amend so as to deliver best in customer service to a highly professional standard
Maintain and build relationships with our internal and external customers through effective communication skills both written and verbal
Introduce, monitor, develop and report a suite of relevant KPIs to track the performance of the CS team and our service to the customer
As well as managing your team, you will work closely with the transport division and regularly liaise with all Transport Managers. Your role will involve the management of certain suppliers, as well as the weekly reporting to the Head of Sales and Account Management