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Customer Services Manager

Location: READING, BERKSHIRE Salary: 40000.00 - 50000.00 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: FULL TIME Applications: N/A
Posted: about 1 year ago Reference: 3097734
I have recently met with an innovative, forward thinking company who have opened up an office in Reading with big plans for expansion.  As part of this growth, they are looking for an experienced Customer Service Manager to head up their Customer Services function.

The customer service function is currently outsourced but is being brought in house imminently, so this person will be required to develop a new team and ensure that an excellent customer experience is the core focus of that team.

The company is only a few minutes walk from the train station and is set in a modern building with a great office space - contemporary design with a pool table, bright break out areas and the all important beer/prosecco fridge that opens on a Friday.

As the Customer Care manager, the most important part of your role is inspiring, leading and motivating a team of staff to ensure they’re giving the very best customer service possible at all times. This will be measured by meeting and exceeding any KPI and SLA’s that are set on both individual and team performance for call and email handling.
You’ll also be expected to champion and know our products, tariffs and company policies inside-out and be able to communicate/train them to your staff clearly and accurately.

You will be supported within the role to develop, motivate and inspire the team to deliver excellent customer service at all times. 

Main Responsibilities

Responsible for the performance of the call centre and inbound email/web enquiries function.
Ensuring the team is sufficiently staffed in order to minimise the number of dropped calls and call waiting times. 
Coach and train the team to ensure that KPIs are met. 
Departmental reporting.
Focus the team on a common goal and ensure that a strategy is developed to achieve this. 
Constantly seek to improve processes to maximise customer satisfaction. 
Deal with customer escalations and complaints to ensure a prompt resolution and maximise retention levels.

Previous management level experience within Customer Service within an office environment is essential.

Ideally you will have managed teams within a call centre environment before. 

Experience within the Utilities sector would be highly advantageous. 

If you are interested in finding out more about this opportunity then please call me on 01189 573464 or email me on 

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