Uk Customer Service Manager

Role: Customer Service Manager

Location: Basingstoke, Hampshire

Salary: £40,000-£55,000 depending

Office Angels have teamed up with a forward thinking, dynamic client, are looking to recruit a Customer Service Manager. This role is a busy role and you can work from home and in the office. You will join an established team of individuals who are hardworking, have excellent communication skills as well as enjoying developing within this company and sector. You will be working closely with the Distribution and Warehouse department.

The day to day duties in your new job will be….

• Building relationships and leading your team by investing your time with the team as a whole, and with all individuals to provide guidance, support and training, to include regular team meetings and 1-2-1's.
• Provide consistent coaching to individuals by way of our Delivering Excellence standards.
• Set realistic and challenging objectives and goals by way of our annual appraisal.
• Manage resource and workloads within your team, re-allocating resource where necessary.
• Effectively manage the day to day operations of the team, ensuring the team resolve customers orders, enquiries, issues and complaints to agreed company service levels.
• Monitor your team's performance, by way of KPI's and customer satisfaction ratings and address any performance or training needs.
• Be a point of escalation for your team, customers and other teams in relation to complex problems, providing guidance to the team in resolving issues or with other departments to address UK Customer Service queries.
• Identify repetition of problems/issues - to assist in continued training, development and process or system improvements.
• Facilitate the continuous improvement of processes carried out with the team and any process/training documents arising with a view to controlling or reducing cost whilst maintaining service
• Effectively communicate business requirements to team, so they understand what part their role plays in the wider business.
• Establish and build relationships.
• Ensure communication with both internal and external customers is carried out in an appropriate and effective manner
• Be flexible in order to cover outside of the normal remit if circumstances require
• Be actively involved in the change management process and project work relating to the further development of UK Customer Services
• Maintain high ethical standards and integrity in dealing with customers, colleagues, and sensitive/confidential information
• Conduct oneself in a professional demeanour and represent and promote the Company and the team in a positive and professional manner
• Report to the Head of Customer Service any issues that cannot be resolved within a timely manner
• Define and adhere to agreed deadlines for all departmental projects and initiative.
• Contribute positively to the management team, through active input in meetings
• Attend any training courses the company deems as beneficial to your role and career development
• Promote and maintain the correct standards of health & safety within the workplace.

• Strong leadership skills with the ability to motivate and inspire a team
• Excellent people management skills, including the ability to recruit, train and develop Customer Service team members
• Demonstrated ability to set clear performance expectations, provide constructive feedback and manage performance related issues
• Proven experience in implementing Customer Service strategies and driving improvement initiatives.

Benefits:

• Career progression
• Pension scheme
• Health scheme
• Strong training programme

Next steps…

Apply today with your up to date CV as well as emailing it directly to or alternatively for a quick response call and speak to Lucy to discuss this role in further detail. Out client is able to interview ASAP for a quick turnaround - so don't miss out!!

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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