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- Tasks: Lead and develop a dynamic customer services team while enhancing customer satisfaction.
- Company: Join a progressive, people-oriented organisation focused on growth and success.
- Benefits: Enjoy a competitive salary, private healthcare, and a car allowance.
- Why this job: Make a real impact by driving business success and improving customer experiences.
- Qualifications: Strong leadership skills and a background in customer service or e-commerce are essential.
- Other info: This is an office-based role overseeing a team of 10+ staff.
The predicted salary is between 42000 - 60000 £ per year.
A fantastic opportunity has arisen for an experienced Customer Services Manager with a very commercial and customer centric focus, to join a progressive, successful and highly people oriented, growing organisation. We are keen to hear from ambitious individuals who thrive on taking full ownership, are committed to leading teams and developing talent and who are very much wanting to make the role their own. This is an excellent platform from which to really drive the business to its next level of success. The role is office based and you will be overseeing 10+ staff. A strong Customer Services background is required and also those from an e-commerce background will be considered.
Outline of the role:
The role requires an exceptional Customer Services Management professional who has a real focus on developing the team. You will proactively drive the business forward by delivering/exceeding your customers' expectations as well as through a focus on continuous improvement; you will find ways of improving the service, how relationships (both internal and external) can be strengthened and how processes can be implemented to make the operation more efficient, and the customer service experience an exceptional one. Additionally, you will need to demonstrate strong analytical skills and be highly process driven. The interpretation of data, and the simplified communication of its meaning to your team will provide them with direction and goals.
Some of the duties involved:
- Supervising and mentoring the customer services team to enhance their skills and performance.
- Developing and implementing customer services policies and procedures to improve efficiency, ensuring they are followed consistently.
- Becoming the primary point of contact for customer inquiries and complaints to ensure timely resolution and satisfaction.
- Coordinating schedules for customer service staff to ensure adequate coverage.
- Analysing customer feedback and data to identify areas for improvement and implement changes.
- Setting and monitoring targets/goals for the customer services team to drive revenue growth.
- Collaborating with all other departments to align customer services strategies with overall business goals.
- Organising and executing training and workshops for staff to stay updated on products/services.
- Keeping up with industry developments and best practices to continuously improve the customer experience.
Key Skills:
- Strong leadership and team management skills with previous experience.
- Excellent communication and interpersonal skills and relationship building.
- Proven track record of developing customer focused strategies.
- Ability to analyse customer feedback and data to drive improvements.
- Exceptional problem-solving and conflict resolution skills and the ability to work under pressure.
- Strong organisation skills and attention to detail with the ability to execute tasks to a high standard.
- Highly driven with ambitions to grow within a fast-growing business.
Customer Services Manager employer: Kevin Theobald Employment Agency
Contact Detail:
Kevin Theobald Employment Agency Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management, especially in e-commerce. This will not only help you understand the industry better but also allow you to discuss relevant strategies during your interview.
✨Tip Number 2
Prepare specific examples of how you've successfully led teams and improved customer service processes in your previous roles. Being able to share these stories will demonstrate your capability and fit for the role.
✨Tip Number 3
Research StudySmarter's current customer service policies and any recent changes or improvements they've made. This knowledge will show your genuine interest in the company and help you suggest relevant ideas during discussions.
✨Tip Number 4
Network with current or former employees of StudySmarter on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Customer Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service management, particularly any roles where you led teams or developed customer-focused strategies. Use specific examples that demonstrate your leadership skills and ability to drive improvements.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your background aligns with their needs, particularly your experience in e-commerce and your commitment to team development. Be sure to mention your analytical skills and how you've used data to enhance customer service.
Showcase Relevant Achievements: When detailing your previous roles, focus on quantifiable achievements. For instance, mention how you improved customer satisfaction scores or streamlined processes that led to increased efficiency. This will help illustrate your impact in previous positions.
Prepare for Potential Interview Questions: Anticipate questions related to team management, conflict resolution, and customer service strategies. Prepare examples from your past experiences that showcase your problem-solving abilities and how you've successfully led teams to meet targets.
How to prepare for a job interview at Kevin Theobald Employment Agency
✨Showcase Your Leadership Skills
As a Customer Services Manager, you'll be leading a team. Be prepared to discuss your previous leadership experiences, how you've developed talent, and the strategies you've used to motivate your team. Share specific examples of how you've successfully managed teams in the past.
✨Demonstrate Customer-Centric Thinking
This role requires a strong focus on customer satisfaction. Be ready to talk about how you've previously improved customer service processes or resolved customer complaints. Highlight any innovative strategies you've implemented that enhanced the customer experience.
✨Prepare for Data-Driven Discussions
Analytical skills are crucial for this position. Familiarise yourself with key metrics related to customer service and be prepared to discuss how you've used data to drive improvements. Bring examples of how you've interpreted customer feedback to implement changes.
✨Align with Company Goals
Understanding the company's overall business goals is essential. Research the organisation and think about how your vision for customer service can align with their objectives. Be ready to discuss how you would collaborate with other departments to achieve these goals.
