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Customer Service Manager

Posted 11/11/2022
£35,000 per annum
Burgess Hill
Full time

Customer Services Manager
West Sussex
£35,000 per annum

Salary £35K to £37K plus excellent benefits package including enhanced holiday health and child care schemes Hours Monday to Friday 40 hour week.

Car owner driver essential

Our established product supply client is looking for a skilled and experienced Customer Services Manager to join their team supporting retail and wholesale markets. This position is available due to promotion of existing manager. A strong work ethic in support of the team and management of expectations for customers will be a key element.

Required Experience

  • Implementation of improvement initiatives, ability to engage the team in changes
  • Work with an ERP system to understand and manage operational performance (efficiency and effectiveness)
  • Managed Processes
  • Manage the department with KPIs and planned resources to ensure consistent delivery of the KPIs
  • Managed third-party contract providers to meet SLAs that align with business needs
  • Team Management skills: (development program methodology, experience/understanding performance management, communication rhythms, using effective meeting frequency and agendas)
  • Set and accurately reported on KPI's and targets - actuals vs targets
  • Routinely completing root cause analysis
  • At least 5 years managing a Customer Service Department, including proactive and reactive customer service tasks
  • Utilisation of multiple methods to obtain customer feedback such as NPS surveys, CSATs and Ticketing, CRM
  • Comprehensive understanding of service strategies and technologies

Required Skills

  • Excel (basic formulas, formatting, power BI)
  • Embrace technology
  • Process driven
  • Excellent verbal and written communication
  • Analytical, able to problem solve and find sustainable solutions
  • Time Management

Solutions 2 Recruitment Ltd

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