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Customer Service Support Manager

Location: EVESHAM, WORCESTERSHIRE Salary: 27000 - 27000 GBP Per Annum
Sector: Business Support Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 12 months ago Reference: 3101869
My client is currently looking for a Customer Service Support manager to join their growing business.
The purpose of the role is to fully manage and develop a high performance commercial and customer service team, that meets and exceeds the needs of our commercial customers and the Company’s overall goals.

• Work with the Head of Customer Services to define and execute the strategy and objectives for the Internal Commercial Team.
• Lead and motivate the team, ensuring that individual team members have clear objectives and development plans and that the necessary training and help is provided in order to meet their objectives.
• Coach the team to take advantage of every customer interaction and use it as an opportunity to generate new insights for the business and build loyalty.
• Maximise the contribution of the Internal Commercial Team through the booking of Fixed Appointments for CBMs and developing the team
• Act as a point of escalation for commercial customer complaints or difficult queries.
• Continually strive to improve our commercial customer service procedures, policies and standards with the aim of enhancing the customer experience and increasing sales opportunities.
• Build strong relationships with other departments within the business in order to ensure we are providing our commercial customers with the best possible service.
• Ensure sufficient resource is available to deliver the agreed levels of customer service throughout the year.
• Ensure we maintain up to date and accurate records of all customer interaction within the relevant IT systems.
• Carry out monthly team meetings to ensure the team are kept up to date on business and departmental developments.
• Management of the Commercial Vantage platform.
• Production and testing of the team’s business continuity plan.
• Collate bonus and promotional scheme statistics on a monthly basis.
• Provide a monthly team performance reports to the Head of Customer Services

The ideal candidate will have a
• Strong background in people management.
• Ability to motivate and energise a team of people.
• Passionate about delivering excellent customer service.
• Strong team player with a ‘pitch in’ attitude.
• Self-motivated with a drive to succeed.
• Creative problem solver.
• Excellent communication and interpersonal skills.
• Able to work well under pressure and to tight deadlines in a very fast paced environment

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