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Customer Service Manager

We are working with a large and well-established organisation on the lookout for Customer Service Manager. This is an incredible opportunity to join a great company where you can lead and mentor a competent and thriving team.

This is a role for a result’s driven and customer focussed individual who is comfortable leading by example and possesses analytical abilities. Capable of establishing account relationships and gaining a deep understanding of the company’s products and services.

Key Responsibilities:

* Support customer service team in achieving /​exceeding growth. Drive and shape development and understand opportunities and threats to grow the business

* Develop and analyse service & sales reports presenting findings to Head of Sales

* Establish account relationships and develop an account management strategy to ensure this customer base is supported and maintained

* Build strong relationships with customers to ensure repeat business

* Attend regular Waste Services meetings to work in partnership with colleagues to create cost effective operational solutions to commercial offerings/​sales

* Monitor, focus and record figures on customer retention and reasons for cancellation

* Understand customer requirements and find suitable solutions to meet those needs

* Direct interface with clients to assist with the resolution of customer concerns

* Resolves issues with contracts and commercial operations

* Coaches employees on best practices for managing contract issues and handling daily issues and tasks

* Assesses risks and makes recommendations based on a thorough analysis of all factors involved in a business situation

* Collate and improve database of information regarding contacts/​sales etc

* Regularly benchmark competitors to assess our competitiveness within the market

* Engage in and evaluate customer feedback to ensure service meets/​exceeds expectations

* Assist with the marketing strategy for the department and any planned marketing campaigns. Assist customers in achieving their waste management goals and endorse for industry rewards where applicable

* Represent the company at relevant trade /​industry events

* Prepare and produce presentations to promote the company’s services

* Ensure that detailed and accurate information if provided to the transport team including any specific customer demands and any potential hazards

* Any other duties as requested by the Head of Sales or SMT

Key Requirements:

* Educated to GCSE or NVQ standard with high grades in English and Maths

* Full driving license

* At least 3 years’ experience within a similar role ideally within the waste or construction sector but not essential

* Excellent local geographical knowledge

* Strong people management skills with the ability to motivate and act upon any issues in a timely manner

* Ability to take initiative and anticipate needs

* A talented and concise communicator in writing and in person

* Strong IT skills and a knowledge of Office 365 suite (Word, PowerPoint, Excel, SharePoint and Teams) as a minimum

* Strong financial/​commercial acumen

* Professional and effective relationship-building skills

* A high level of accuracy and attention to detail in all aspects of the role but with particular attention to H&S and any other regulatory compliance

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent