Customer Service Manager – David Berrymans (Luton)

Reporting into: General Manager / Head of Sales

Working Hours: 9-5

The Customer Service Manager will oversee all customer service functions of the business, whilst strategically leading, implementing and continuously improving our processes, standards and procedures to deliver strong customer service and a high satisfaction rate for our customers. They will be responsible for supporting all functions within the business where necessary.

A good Customer Service Manager will have proven experience working in a customer service position and must have excellent communication and technical abilities, as well as people skills. They should also be able to lead others in the workplace with empathy for their needs while maintaining a positive attitude that is willing to serve customers at all times. The ideal candidate will be an organized, self-starter who has initiative and drive to manage processes who can demonstrate strong leadership and interpersonal skills.

Responsibilities:

• Overseeing the customer services teams

• Training and managing Customer Service Assistants and Representatives

• On-boarding and training new employees

• Setting customer satisfaction targets and working with the team to meet targets consistently by setting a clear mission and strategies.

• Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs

• Establishing and develop customer service policies, procedures and standards.

• Improve customer service experience, create engaged customers and facilitate organic growth

• Take ownership of customers issues and follow problems through to resolution

• Keep accurate records and document customer service actions and discussions

• Analyse statistics and compile accurate reports

• Coordinate activities and liaise with all functions within the business for customer delivery and satisfaction, improvements and overall success and growth of the business

• Assist senior management when needed

• First point of contact for visitors on site.

• Responsible for day to day office needs and requirements.

• Managing inventory of office supplies, including stationery and multimedia equipment to ensure smooth office operations.

Key Skills & Experience:

• Proven working experience as a Customer Service Manager or Assistant Manager

• Experience in providing customer service support

• Excellent knowledge of management methods and techniques

• Professional and confident attitude

• Strong organizational and multi-tasking skills

• Ability to work under pressure and meet deadlines

• Strong client-facing and communication skills

• Advanced troubleshooting and multi-tasking skills

• Customer service orientation

• Knowledge of computer programs used in daily office administration functions such as word, excel and PowerPoint.

• Willingness to use initiative and be flexible in approach

• Adaptable and proactive mindset

• Good attention to detail

• Reliable