Customer Service Manager (CSM)

Overview
We are seeking a dynamic and experienced Customer Service Manager to lead and spearhead our customer service team. The ideal candidate will possess strong leadership and excellent communication skills. This role offers an exciting opportunity to shape customer experience strategies, supervise daily operations, and ensure the delivery of exceptional service standards. The successful applicant will be instrumental in fostering a positive environment that promotes customer satisfaction and loyalty.

Duties

• Lead, supervise, and motivate the customer service team to achieve departmental goals and maintain high standards of service delivery.


• Develop and implement effective customer service policies, procedures, and training programmes.


• Analyse customer feedback and service metrics to identify areas for improvement and develop actionable solutions.


• Manage escalations efficiently, ensuring on\-time resolution of queries while maintaining professionalism.


• Coordinate with other departments to streamline processes and enhance overall customer experience.


• Conduct regular performance reviews, provide coaching, and support professional development within the team.


• Maintain comprehensive documentation of customer interactions, complaints, and resolutions for reporting purposes.


• Foster a culture of continuous improvement through leadership in training initiatives and process optimisation.


• Prepare reports and communicate with stakeholders

• Proven management or supervisory experience within a customer service environment.


• Strong leadership skills with the ability to inspire and guide teams effectively.


• Excellent communication skills


• Demonstrable analysis skills to interpret data, identify trends, and implement improvements.


• Exceptional organisational skills with the capacity to manage multiple priorities simultaneously.


• Ability to work under pressure whilst maintaining a professional attitude.


• Experience in developing training programmes and managing performance evaluations.


• A proactive approach with strong problem\-solving capabilities. This role is integral to delivering outstanding customer experiences while fostering a motivated team environment. We welcome applications from candidates who are passionate about leadership in customer service settings and who thrive in dynamic organisational cultures.

Bachelor degree in business administration, supply chain and customer service

Certification in customer service is essential

The ideal candidate should have at least 7 years experience

Pay: £35,300\.00\-£36,000\.00 per year

Benefits:

• Casual dress


• Company events


• Company pension


• On\-site parking


• Transport links

This listing is from indeed. View original listing ↗