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- Tasks: Lead a dynamic team to deliver top-notch customer service and meet operational goals.
- Company: Join a forward-thinking company with 25 years of industry-leading experience.
- Benefits: Enjoy 23-30 days holiday, hybrid working, free parking, and health perks.
- Why this job: Be part of a high-performing culture that values innovation and career growth.
- Qualifications: Experience in customer service management and a knack for leading teams is essential.
- Other info: Work hours are Monday to Friday, with opportunities for personal development.
A fantastic opportunity for a Customer Service Manager to join a progressive, innovative company with 25 years’ industry leading experience. As a member of a high performing Operations team, the Customer Service Manager will be leading the Customer Service team to ensure they deliver exceptional customer service to meet organisational and operational objectives.
Please ensure you read the below overview and requirements for this employment opportunity completely.
Based within exceptional, modern offices, the Customer Service Manager will be rewarded with 23 days’ holiday, increasing with service to 30 days; quarterly staff awards and long service rewards; company events; free onsite parking; a healthcare cashback scheme; life assurance; and genuine career opportunities.
Hours of work are Monday to Friday, between 8am and 6pm. Hybrid working is available following the training period.
The Customer Service Manager will be responsible for the team’s delivery within the agreed service levels and liaising with internal and external customers. You will manage the effectiveness of the service to deliver a robust and efficient service. The Customer Service Manager will also work with relevant Managers and
the Operations Manager to ensure the overall department aims and objectives are met and exceeded.
Specific Tasks
* Liaise with internal and external partners/customers to ensure customer service issues are identified and addressed
* Develop and implement customer service policies and procedures
* Define and communicate customer service standards
* Oversee the achievement and maintenance of agreed customer service levels and standards
* Direct the daily operations of the customer services/customer relations team
* Identify and implement ways to improve quality of service and productivity
* Co-ordinate and manage customer service projects and initiatives
* Performance management – monitor and track individual employee performance
* Identify and address staff training and coaching needs
* Produce weekly/monthly MI for the business, detailing trends, submitted within SLA to Operations Manager
* Report customer excellence to the business, to include satisfaction surveys and positive feedback
* Improving standards, procedures and training manuals
Knowledge and skills
* Knows how to lead and develop a high-performing office-based customer service function aligned with operational goals
* Understands the key principles of customer experience management, including service metrics, feedback channels and complaint resolution
* Has knowledge of policy and procedure creation, implementation and auditing for service consistency
* Knows how to generate and interpret management information to support decision making, trend analysis and service optimisation
* Defines, communicates and maintains customer service standards across the team
* Manages day-to-day service delivery operations, ensuring high levels of customer satisfaction and operational efficiency
* Develops and delivers coaching programmes for team leaders and service advisors
* Analyses customer feedback and MI to identify trends, opportunities and service risks
* Leads customer service initiatives and cross-functional projects to improve overall experience
* Handles escalated issues and ensures effective complaint resolution and learning
* Collaborates with other departments to align service practices and resolve inter-team challenges
* Applies structured problem-solving skills and fosters a culture of continuous improvement
KEYWORDS: Manager, customer service, customer relations, customer experience, SLA, KPI
Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are an equal opportunities agency and welcome applicants from all backgrounds.
We are acting on behalf of the client as an Employment Agency in relation to this vacancy
Customer Service Manager employer: The Business Connection
Contact Detail:
The Business Connection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management. Understanding current best practices and technologies can help you stand out during interviews, as you'll be able to discuss how you can implement these strategies at StudySmarter.
✨Tip Number 2
Network with professionals in the customer service field. Attend industry events or join online forums where you can connect with others who work in similar roles. This can provide valuable insights and potentially lead to referrals for the position at StudySmarter.
✨Tip Number 3
Prepare specific examples of how you've successfully led a customer service team in the past. Be ready to discuss your approach to performance management and how you've improved service delivery, as this will demonstrate your capability to excel in the role.
✨Tip Number 4
Research StudySmarter's customer service policies and values. Understanding our company culture and how we prioritise customer satisfaction will allow you to tailor your responses in interviews, showing that you're a great fit for our team.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management. Use keywords from the job description, such as 'customer experience management' and 'service metrics', to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills and experience in developing high-performing teams. Mention specific examples of how you've improved customer service standards or resolved complex issues in previous roles.
Highlight Relevant Skills: In your application, emphasise your knowledge of policy creation, performance management, and your ability to analyse customer feedback. These skills are crucial for the Customer Service Manager position.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in customer satisfaction scores or successful implementation of new service initiatives. This will help you stand out as a results-driven candidate.
How to prepare for a job interview at The Business Connection
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any specific achievements that demonstrate your ability to motivate and develop staff.
✨Understand Customer Experience Management
Familiarise yourself with the key principles of customer experience management. Be ready to talk about service metrics, feedback channels, and how you've resolved complaints in previous roles. This will show that you understand the importance of customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalated issues. Prepare scenarios where you've successfully navigated difficult customer interactions or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Continuous Improvement Mindset
The role requires a focus on improving service quality and productivity. Be ready to discuss how you've implemented changes in previous positions to enhance customer service. Share specific examples of initiatives you've led and the positive outcomes they achieved.
