JT Recruit
Date Posted
April 12th 2019
Job ID
JTMANKK272
Type
Permanent
Location
Nottinghamshire - NG13
Salary & Package
£35,000
E-mail Enquiries
kimberley@jtrecruit.co.uk

Full Job Description

Customer Service Manager

JT Recruit is currently looking for a Customer Service Manager to proactively oversee a small team of advisors on behalf of or client. You will ensure the general operations of the department are consistently reviewed and improved, and ensure the team remains motivated and clear on their direction and purpose within the business.

You will be tactful, strategic and forward-thinking, striking the balance between a support to your colleagues and a senior, approachable motivator!

Responsibilities:
Helping to develop and implement customer service policies
Finding ways to measure customer satisfaction and improve services
Be the main escalation point for major issues or complaints, put in place procedures to prevent and manage issues or complaints
Ensure customer service team are following company policies and enforcing companies terms and conditions
Work strategically to build and improve companies reputation by efficiently managing the team, systems and procedures
Analysing statistics or other data to determine the level of customer service the organisation is providing
Developing feedback & complaints procedures for customers to use
Improving customer service procedures, policies and standards
Involvement in staff recruitment and appraisals
Training colleagues to have the commercial awareness necessary for continuous improvement

Skills/Attributes/Experience:
Experience in a Customer Service leadership role
Communication & listening skills
Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
Motivational skills and an ability to supervise and lead a team of customer service assistants
Creative thinking, to be able to come up with new ideas to improve customer service
standards
A strong ability to work well under pressure
Organisational and planning skills to develop customer service policies

Please only apply for this position if you can evidence, on your CV, the essential elements of the role.

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