Customer Service Manager

Customer Service Manager

Skipton, Yorkshire

Contract role for 12 months , but potential to become permanent dependant on ongoing workload.

Role Purpose:

Invigorate Recruitment is working with its client to recruit an experienced Customer Service Manager , the business is renowned for its award-winning Customer Service, their aim is to always offer the highest standard of service for every customer.

We are looking to recruit a Customer Service Manager into a small team of customer advisors, to deal with general customer enquiries and provide a 5* experience to their customers.

Main areas of responsibility for the Customer Service Manager :

• Day to day management of the Customer Service team, acting as first point of contact for any escalations.
• Ensure that team workloads are correctly managed and KPI’s are achieved.
• Carry out monthly, quarterly and yearly performance reviews.
• Ensure Customer Service advisors understand and comply with all team objectives, performance standards, and policies.
• Identify operational issues and suggesting possible improvements.
• Prepare monthly reports and analyse data to assist management.
• Working with other supervisors and management team members to support company goals.
• Measure team performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems.
• Hiring, training, and preparing the Customer Service team to respond to questions and complaints and troubleshoot problems with services or products.

Personal Skills for the Customer Service Manager:

• Proven experience as call centre supervisor or similar supervisory position.
• Experience in Customer Service is essential.
• Working knowledge of MS Office.
• Knowledge of Zendesk CRM system is preferred but not essential.
• Confident in dealing with inbound and outbound calls.
• Clear written and verbal communication
• Excellent listening skills
• Positive attitude and commitment to helping customers.
• Willingness to work as part of a friendly dynamic team.
• Ability to work under pressure.

Hours of Work

• 37.5 hours per week
• Monday-Friday 9.00-17.30
• Happy to discuss flexibility around days and hours.

Holidays:

• 25 days increasing by 1 day per year up to 28 day per annum
• An extra day off for your birthday!

Package:

• Up to £2,000 performance bonus
• Pension- salary sacrifice, 5% matching contribution.
• Death in Service 4x basic salary
• Health Cash Plan including refunds on various medical treatments, discounts, employee assistance scheme and virtual GP
• Finish Early Friday on the last Friday of the month.
• Enhanced maternity, paternity pay, and grandparents leave.
• Contract role but potential to become permanent dependant on ongoing workload.