Customer Service Manager 45000 Permanent job in Manchester at Jobg8 Limited

Customer Service Manager - £45,000 - Permanent

Company: Jobg8 Limited

Location: Stretford UK

Date Posted:May 20, 2017

Customer Service Manager - £45,000 - Trafford - Permanent The role of the Customer Service Manager is to manage the creation of an excellent service centre responsible for providing an outstanding customer experience, through the development of the people, systems and processes.Key Responsibilities: -Manage the service relationship between company Service and Support in Romania-Work closely with Team Manager and SDM in Romania to discuss performance and improvement plans-Build and promote a web self-service offering to build Omni channel contact strategy-Identify and resolve process issues resulting in a poor customer experience -Define and implement the future development strategy for the automated dispatching tool-Maximise the engineers working day working cross functionally with Engineering, ensuring engineer travel time is kept to a minimum-Manage the achievement of customer service levels through efficient monitoring of engineering performance to enable dispatching priorities to happen in Real Time -Develop and implement customer service policies and procedures-Identify and implement strategies to improve quality of service, productivity and profitability-Work with company management to develop and deliver strategies to support company growth-Co-ordinate and manage customer service projects and initiatives-Contribute to the development of team KPIs and manage the team to deliver these against agreed service levels -Proactively communicate to both internal and external customers to maintain positive perceptions of service.-Manage the relationship with stakeholders ensuring they are fully aware of any escalated problems and the steps being taken to resolve them People/Team Management -Manage and develop all team members in line with KPIs, personal and business development needsEssential skills: -Previous call centre experience in a B2B environment, ideally involving some off-shore presence-Excellent communication skills, at both a customer and colleague level-Previous change management experience and ability to establish a continual improvement programme-Previous experience of managing a diverse team-Excellent customer focus-Strong in people management and development-Excellent Organisational skills -Strong stakeholder management-Ability and willingness to learn, with a desire to work and develop in a senior customer facing support role, within a fast-paced dynamic team-Good written documentation skills, technically capable of producing board level management reportsCustomer Service Manager - £45,000 - Trafford - PermanentFor more information please get in touchE: (see below) View full job description
JobCentre Plus 2 years ago
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