Customer Service Manager

  • Full Time
  • Guildford
  • Salary: £40000 - £45000

My client is seeking an experienced Customer Service Manager to join their friendly and growing team. You will be responsible for the management of the support team; playing a key role in coaching and developing each individual along with pre-empting any future changes.

Key responsibilities and duties will include:
Training, coaching and supporting all team members
Develop effective working relationships with the customers by engaging with them on a regular basis
Ensuring all customer expectations are succeeded
Working to strict KPIs and SLAs in in line with customer expectations
Conduct weekly team meetings which includes any updates on the client accounts
Working closely with Account Managers to deliver an exceptional experience internally and externally
Prepare and carry out one to one meetings with staff, discussing staff development, ideas and any objectives
Update and maintain processes and training manuals; providing any training and support to the team
Offer expert advice and guidance on the systems, products and technology
Be the main point of contact for customer escalation, resolving issues effectively
Proactively visit customers alongside the Account Managers to build relationships
Leading, motivating and developing a diverse team in order to achieve exceptional service to their customers

The ideal Customer Services Manager will:
Be able to build a strong knowledge on the clients products in order to demonstrate and mentor the team
Be able to manage a large workload and have the ability to delegate effectively
Have previous experience working within a management role
Be collaborative with a solution focused approach
Have strong leadership skills and have the ability to develop strong working relationships
Have strong analytical and problem-solving skills

In return you would be working within a fantastic organisation plus great company benefits! If you have the experience to match we would love to hear from you. Apply now to be considered.

Ref: 06355

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Adele has worked in the recruitment industry for pretty much her entire life! She started out with a major plc where she rapidly moved through the ranks to become the youngest area manager on record. Following this she ran a 60 branch independent network before taking the plunge in 1994 and starting her own business. By her own admission this was probably one of the scariest things that she has ever done (and she has had 5 kids and had jumped out of an aeroplane at 12,000 feet!).

“After years of managing other people, getting back to the sharp end dealing with employers and candidates at first was terrifying – would I be able to do what I had spent years training others to do? I needn’t have worried, my view that recruitment is not rocket science was reinforced and it was evident that so many people were getting it wrong. By simple caring more and trying harder to get people what they want, my business was a runaway success”