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Customer Service Manager

Salary circa £27k dependent on skills and experience + Benefits

Full time – Monday to Friday

Office based Swinton S64

Benefits:

Casual dress
Company events
Company pension
Discounted or free food
On-site parking
Sick pay
Nicky Story Holdings (part of Supplies for Candles) is the holding company for a fast-growing group of online, market leading, retail and wholesale businesses primarily involved in the Home Lifestyle and Personal Care Sectors.

Due to expansion, we are now looking for an enthusiastic and experienced Customer Service Manager to contribute to our growing customer base. You will be responsible for managing a customer service team of 2, responding to all customer queries, closing and generating sales deals over the phone and maintaining good customer relationships.  You will also work closely with other departments in particular the distribution team.

You must be comfortable presenting products or services over the phone as well as dealing with complaints and queries.

The goal as a Customer Service Manager is to help the company grow by providing outstanding customer service.

Responsibilities but not limited to:-

Training, supervising and leading staff to deliver a high standard of customer service
Providing help to customers using the organisation's products or services
Communicate courteously with customers by telephone, email, letter and face-to-face
Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants
Issue refunds or compensation to customers
Keep accurate records of discussions or correspondence with customers
Analyse statistics or other data to determine the level of customer service the organisation is providing
Produce written information for customers, involving the use of computer packages and software
Write reports analysing the customer service the organisation provides
Developing feedback or complaints procedures for customers to use
Improve customer service procedures, policies and standards for the organisation/department
Meet with other managers to discuss possible improvements to customer service
Involvement in staff recruitment and appraisals
Learn about your organisation's products or services and keep up to date with changes
Develop a solid and trusting relationship between major key accounts and the company
Develop a complete understanding of key accounts and their needs/queries
Anticipate key account changes and improvements
Manage communication between key clients and internal teams
Collaborate with the business and team to maximize profit by up-selling or cross-selling
Plan and present reports on account progress/goals to share with team members and the wider business
Analyse client data to provide customer relationship management
Expand relationships and bring in new clients
Requirements

Proven experience (min 3 years) in a customer service manager role
Proven track record of successfully meeting targets
Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems
Ability to learn about products and services and describe/explain them to prospects
Excellent communication and interpersonal skills
Even-tempered and able to handle rejection
Outstanding negotiation skills with the ability to resolve issues and address complaints
Interested in this Customer Service Manager role?  Please send your cv by return.

INDLS