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Customer Service Manager

Our clients based close to Fareham have an exciting opportunity for a Customer Service Manager to join their team. The Customer Service Manager will lead a team of customer service advisors to efficiently and confidently address customer issues with order placement, order handing, service, delivery or condition of products.

The Customer Service Manager will be responsible for meeting and exceeding the Customer Service KPI’s and ultimately achieving exceptional customer satisfaction surveys from both customers and clients.

Responsibilities:

* Oversee all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality

* Oversee all aspects of the order handling experience from order placement to order completion to troubleshoot processes and procedures and make improvements.

* Provides support to the customer service team to ensure excellent service delivery.

* Works collaboratively with the Sales teams ensuring that the customer journey is completed, resulting in minimal risk escalations.

* Works collaboratively with other company sites to ensure that end to end processes and procedures are adhered to and consistent.

* Ensure communications with customers is consistently at a high standard and builds effective working relationships.

* Ensures close communication with necessary company sites to support the customer experience with consistency in lead time.

* Implement effective processes for customer service reps to interact with customers via telephone, email, live chat or instant messaging.

* Delivers training on handling of sensitive customer service issues.

* Monitors and reviews processes for ways to ensure procedures remain relevant and cost effective

* Provides regular reporting of department progress and achievement against deliverables

* Responsible for all team people related matters including recruitment and retention, training and development and resolution of team matters

* Ensures legal compliance and implements best practice

* Maintains confidentiality regarding personnel information and customer financial information in accordance with GDPR regulations

* Regular liaison with senior management, vendors and contractors and other key stakeholders to ensure quality of products and efficiency of department.

Required skills & experience:

* Good communication skills

* Experience in customer services demonstrating excellent understanding of customer needs, and delivering requirements

* Proven leadership experience

* Time management

* Problem solving

* Attention to detail and analytical

* Computer Literate

Working hours: Monday – Friday 08:30am – 4:30pm Friday 08:00pm – 1:30pm