Customer Service Manager, South East, Kent, North West Kent, Gravesend – Jobs24.co.uk
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Customer Service Manager

 

Gravesend, North West Kent, Kent

Published
06-12-2018
Job ad details
Published
06-12-2018
Expires
20-12-2018
Job ID
LJA-68619780
Jobtype
Permanent
Full-time
Salary level
£30,000 - £34,000  per year
Job sector
Customer Services

To lead and direct the customer service team towards delivering excellence in customer care by focusing on people development, problem prevention and continuous improvement of Customer Service operations.

Client Details

An international facilities services business with leading positions worldwide

Description

Some of the key responsibilities of this role include but are not limited to -

* Ensure the effective recruitment and selection of new staff.

* Ensure all staff are properly trained and motivated to achieve the functional objectives.

* Implement performance management via performance development review, development programmes etc.

* Set SMART objectives for all staff to achieve the functional objectives.

* Ensure team meetings are held regularly which communicate all relevant information.

* Coach staff as required on work related matters.

* Implement and ensure the operation of Proactive Calling to deal with customers professionally following installation and throughout contract, personally maintaining contact with selected contacts.

* Ensure all call logs raised due to complaints are actioned within the timescales specified, with corrective action taken where necessary.

* Co-operate and communicate with other departments and colleagues to ensure customer requirements are met.

* Attend daily meetings to champion customer issues, escalate repeat and unresolved complaints.

* Check renewal contracts for accuracy and suitability before contract review, and diarise renewal dates to arrange appropriate contact with the customer to secure business.

* Ensure all requests for contracts are highlighted and arrange appropriate contract.

* Ensure all termination correspondence is responded to within 24 hours.

* Investigate all service/price related cancellations.

* Analyse lost business and complaint data and implement appropriate action to reduce these figures every period.

* Commence litigation process in line with company guidelines.

Profile

Educated to degree level or equivalent and/or experience in customer service management working with and coaching a high performance team, with a track record of success.

* Experience of implementing continuous improvement programmes.

* Good written and verbal skills.

* Ability to listen to and influence peer group and department team members to build and lead effective working teams.

* Good attention to detail and the ability to analyse data and interpret the information effectively to continuously improve the department and/or team.

* Ability to organise self and others to ensure tasks are carried out in a timely manner

* Financial knowledge and analytical skills.

Job Offer

A competitive salary and multiple other benefits.

Apply now

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Job ad details
Published
06-12-2018
Expires
20-12-2018
Job ID
LJA-68619780
Jobtype
Permanent
Full-time
Salary level
£30,000 - £34,000  per year
Job sector
Customer Services