Customer Service Manager

Job Title: Customer Service Manager
Reports to: Head of Independent Sales
Location: Stroud
Salary: 35,000 - 40,000

Mon-Fri (On-site)

About the Company
We believe that yesterday's cooking oils should become tomorrow's energy and that your business waste can be recycled into green energy to power festivals or simply help to support our National Grid.
Through our pioneering technology we can recover a waste product that previously went down the drain and turn it into a source of income for your business, while keeping your kitchen and waterways clean and efficient.
Role Summary/Scope
We are seeking a dynamic and self-motivated Customer Service Manager, able to get the best out of Customer Service Team. You will be responsible for the day-to-day line management of a newly formed team of Customer Service Agents.

You will set daily tasks and targets and be accountable for their efficiency, behaviours and targets. Although not directly reporting to you, you will have additional oversight of an on-site Telesales team. Often the only manager on site, you must be skilled in people management. You will work as part of a wider Customer Service Department.

The successful candidate will have excellent communication skills, a positive attitude, a track record of building and driving successful teams within a targeted and time bound environment. Strong people management is essential
Key Responsibilities & Duties

• Coaching, training, and driving a high performing outbound B2B Customer Service Team
• Assist with recruitment of team
• Be confident in conducting weekly staff one-to-ones, leading disciplinaries and other HR related issues
• Be able to give clear instruction and direction to team
• Accountable for Customer retention of both independent and national accounts
• Manage a team to cross sell other products through strong relationship building businesses.
• Provide daily and weekly reports on Customer Service
• Consistently meet and exceed Customer Service targets
• Have a 'customer first' attitude and drive to exceed customer expectations
• Update and maintain customer information in the company's database.
• Collaborate with the key stakeholders across the wider business
• Be able to occasionally travel to other offices across the UK

Experience, Skills & Qualifications

• Experience of managing a Customer Service Team.
• Experience of working closely with supply depots
• Strong people management skills
• Experience of working in a fast paced, target driven, high dial environment
• Experience of leading an outbound Sales or Customer Service team preferably in the Cooking Oil industry
• Excellent communication skills and telephone manner.
• Ability to work well under pressure and drive a team to meet, and exceed, targets.
• Strong Customer Service skills.
• Ability to work independently as well as part of a team.
• Good organisational and time-management skills.
• Knowledge of sales techniques and principles.
• Proficient in Microsoft Office, particularly Excel and Teams, and CRM software.
• Language skills are advantageous