Customer Service Manager

Location:

Brighouse

Hours:

Full time

Salary:

Negotiable

Description:

We currently have an exciting opportunity for a Customer Service Manager to join our award winning team here at Quickslide based in Brighouse, West Yorkshire. The successful applicant must be able to demonstrate a high level of customer service skills, be well-organised with excellent administration skills including a good attention to detail. The role will require building relationships with customers effortlessly and quickly, so a background in customer service at management level within a pressurised environment is essential.

Key Skills:

  • To lead teams by example demonstrating a positive attitude towards problem solving and be pragmatic and tenacious with a passion for success and customer satisfaction.
  • Be able to demonstrate high expectations in service delivery.
  • Solid experience of customer service/resolution.
  • Solid experience of managing deadlines and service level provision.
  • Experience of driving continuous improvement activity.
  • Strong influencing skills.
  • Be able to demonstrate a good understanding of risk management.
  • A good knowledge of managing and developing customer focussed teams and the end to end journey.
  • Good team player.
  • Solid stakeholder and client management skills with the ability to present confidently.
  • Demonstrates resilience and accuracy in a very fast paced environment.
  • Self-sufficient and self-motivated with the ability to review current practices and make recommendations for change.
  • Demonstrate good people management techniques in motivation, development and communication.
  • Excellent written and verbal communication skills with attention to detail.
  • An understanding of business Key Performance Indicators (KPI), finance and budgetary control.
  • Experience of manufacturing windows and doors and expected responsiveness to customer needs and the business.
  • Computer literate – Microsoft Office, CRM, Access.
  • Advanced level Excel.

Job Requirements:

  • Provide high quality, timely and effective compliant responses and resolutions to first line customer complaints, following standard processes, via letter, email and social media.
  • Provide guidance and strong leadership both with technical and customer service skills.
  • Manage the Customer Service and Quality teams to drive change and continuous improvement within the department ensuring that the customer is front and centre.
  • Be a hands-on coach and team player who nurtures, develops and motivates the team from within and utilises support functions to grow team expertise.
  • Constantly review and monitor errors and breaches and proactively build new processes and controls to ensure that the risk is effectively managed, and the customer journey is second to none.
  • Work alongside other business units to share best practice and resources and create an ethos of one team across the division and globally.
  • Provide technical expertise for project implementation and reviews.
  • Manager risk and conduct activities within the individual function forging strong links with compliance, risk and audit teams.
  • Communicate effectively within the team and to other business areas and stakeholders.
  • Ensure business as usual service level agreements and key KPIs are met and that plans are maintained to keep focus.
  • Ability to influence effective performance through solid leadership and communication.
  • Ensure teams are effectively coached and managed and that people practices are well embedded.
  • Confidently acting as and ambassador for the team both internally and externally
  • Oversee and partake in the resolution of complaints, ensuring that good practices, knowledge and regulatory principles are adhered to.

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