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- Tasks: Lead and mentor a dynamic customer service 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 developing talent in a supportive environment.
- Qualifications: Strong leadership experience in customer service or e-commerce is essential.
- Other info: This is an office-based role overseeing a team of 10+ staff.
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.
Salary between 50k and 60k, private health care and car allowance.
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
Showcase your leadership skills during the interview. Prepare examples of how you've successfully managed teams in the past, focusing on how you developed talent and improved team performance.
✨Tip Number 2
Familiarise yourself with the latest trends in customer service and e-commerce. Being able to discuss current best practices and how they can be applied to enhance customer experience will set you apart.
✨Tip Number 3
Prepare to discuss specific metrics or data you've used to drive improvements in customer service. Highlighting your analytical skills and how you've used data to inform decisions will demonstrate your process-driven approach.
✨Tip Number 4
Think about how you would handle potential challenges in the role. Be ready to share your problem-solving strategies and how you would ensure customer satisfaction even under pressure.
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 to demonstrate your leadership skills and achievements.
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, especially your ability to analyse customer feedback and implement improvements. Show them why you're the perfect fit!
Highlight Relevant Skills: Emphasise key skills mentioned in the job description, such as leadership, communication, and problem-solving. Provide concrete examples of how you've successfully used these skills in previous roles to drive customer satisfaction and team performance.
Showcase Continuous Improvement Mindset: Demonstrate your commitment to continuous improvement by mentioning any initiatives you've led or participated in that enhanced customer service processes. This could include training programmes, policy changes, or innovative solutions you've implemented.
How to prepare for a job interview at Kevin Theobald Employment Agency
✨Showcase Your Leadership Skills
As a Customer Services Manager, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams in the past, focusing on mentoring and developing talent. Highlight specific instances where your leadership made a positive impact on team performance.
✨Emphasise Customer-Centric Strategies
Be ready to discuss your experience with customer-focused strategies. Share examples of how you've improved customer service processes or enhanced customer satisfaction. This will show that you understand the importance of putting customers first in every decision.
✨Demonstrate Analytical Skills
Since the role requires strong analytical skills, prepare to discuss how you've used data to drive improvements in customer service. Bring examples of how you've interpreted customer feedback and implemented changes based on that data to enhance the overall customer experience.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and conflict resolution skills. Think of challenging situations you've faced in previous roles and how you resolved them. This will help illustrate your ability to handle pressure and maintain high standards in customer service.
