Customer Service Manager
Universal Business Team, United Kingdom

We are currently working with an innovative, family-run SME who through growth are seeking an experienced Customer Service Manager based in Chippenham. Reporting to the Sales Director, the Customer Service Manager will be responsible for the day to day management of the small customer service team A vital part of the role will be to analyse and identify opportunities for improving processes and introduce new ways of working.

Key duties and responsibilities.

• Handling clients amp; Incoming/Outgoing Phone Calls
• Driving best practice and achievement of targets amp; KPI’s
• Developing the department to transition to a proactive function with a greater focus on account management through outbound calling
• Motivating the team to achieve results
• Play a pivotal role in improving customer service levels within the department
• Ensure adoption and usage of Salesforce CRM system within the Customer Support Team
• Adopting continuous improvement mind-set to existing approaches and processes
• Day to day coaching and mentoring of the existing Customer Support Team

Requirements

The ideal candidate will have the following skills, attributes and qualifications.

• Previous experience of identifying the need and then implementing process change
• Proven track record of generating enthusiasm within a sales team
• Proven experience of up-selling amp; cross-selling
• Account Management skills to build long-term loyalty
• Experience of successfully training and mentoring a team to achieve results
• Experience of introducing and managing key metrics and KPI’s, to drive performance and best practice

• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Customer service orientation

Monday - Friday: 08:00-17:00

This is an office based position.

Benefits

• Salary of 30,000 - 35,000
• Plus 20% OTE Bonus
• 26 Days Holiday + 8 days BH
• Free parking on site

Job Rewards and Benefits