Místo práce: Veľká Británie, Lancashire
Typ pracovní smlouvy: na plný úvazek
Datum vytvoření: 05.08.2016
Informace: Apply direct to employer at http://www.uk-recruitment.net/job/customer-services-manager-17?utm_source=Job%20Centre&utm_medium=Job%20Board&utm_content=&utm_campaign=202575

Požadované vzdělání: žádné specifické
Datum nástupu: 08.04.2016
Nabízený plat: Neuvedeno
Počet míst: 1

Pracovní doba:

  • Bez zadání pracovní doby


Customer Services Manager with proven people management / team leading skills required for a Global Company based in Sale, Trafford, Greater Manchester. SALARY: Very Competitive Salary + Annual Bonus + Car or Car Allowance ** Excellent Career Development Opportunities ** ** Join a Global Brand ** JOB OVERVIEW We have a fantastic new job opportunity for a Customer Services Manager that has great team leadership skills with the ability to motivate and drive forward the team’s performance. You will also have great Employee Relation (ER) skills with a general understanding of the HR elements associated to managing a team, such as recruitment and selection, appraisals, grievance procedures etc. Working as the Customer Services Manager you will take pride in providing a first class customer experience, which will be achieved by motivating your team to be passionate and dedicated ‘Helpful Experts’. As the Customer Services Manager you will be responsible for the day-to-day management of the Client Care Department by ensuring all lines of communication are maintained with the clients, dealing with day-to-day client service issues, queries and escalations to ensure a ‘first call’ resolution is achieved. This position enhances the overall effectiveness of the UK business by providing a true differentiator that customers truly value. This experience will be heightened through the coordination and effective management of two telephone based teams supporting both National and Local client queries and service requests. As the Customer Services Manager you will ensure that best practice customer care standards are introduced, developed and managed accordingly so that teams are working in partnership to support all customer queries. If you have great people management / team leading skills gained whilst working within a similar role then we would like to hear from you. Successful candidates will have an excellent chance to join this Global Brand that can offer great career development opportunities for the right person. APPLY TODAY If this job looks like your ideal position then please send in your CV as soon as possible for our Recruitment Team to review. DUTIES Lead, manage and motivate your team by setting and reviewing individual and team targets and objectives in order to achieve excellent client service standards Support and liaise with clients and their representatives when required Monitor and track quality of service by reviewing call/e-mail logs and to implement improvement and training initiatives Deliver team member performance reviews, development and/or succession planning as appropriate Troubleshoot, investigate and resolve any problems or queries for customers and on a daily basis and respond to survey or e-mail feedback promptly Ensure effective communication processes are established and maintained for both external/internal customers Look for continuous improvement of processors and ensure procedures are updated and trained, with a skills matrix to show staff compliance Represent the client service department in meetings Adopt a proactive stance in taking best practise forward Produce daily and weekly management reports Manage all disciplinary and grievance issues (complaints) in line with HR policy Ensure company policies are communicated, applied and enforced Optimise performance and working practices to raise standards Deliver against a clear client care strategy with supporting plans and actions Develop robust standards, SLAs, objectives and targets for the team Optimise customer focused processes, workflow and systems improvements Work with key improvement teams to enhance the customer experience Overall management of Local and National teams including recruiting, training, coaching etc. to ensure employee development, retention and satisfaction Influence and improve retention and customer satisfaction levels Support operations and sales by providing regular customer intelligence Identify and implement staff



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