Customer Service Manager

Grant Engineering UK are looking for a Customer Service Manager lead a team committed to delivering a customer\-focused resolution function. Working closely with Technical Support Team and Field Services Team, the Customer Service Manager will communicate fluently with the public, engineers and installers to oversee the day\-to\-day departmental processes.

Main Duties \& Responsibilities:

• To line Manage customer service advisers


• Liaising with other relevant departments, the successful candidate will monitor and respond to telephone, email, written and social media complaints as required.


• Manage customer service emails.


• Manage 3rd party service provider log including copies of their qualifications and public liability Insurance.


• Process 3rd party service reports for the CTM.


• Process Fernox contamination (water quality) reports and log.


• Process incoming invoices and statement queries


• Manage the F\-Gas register


• Generate reports from both our customer database and telephone management systems


• Recharges for 3rd party and updating spreadsheet.


• Departmental diary updates

Skills / Experience Required:

• Minimum of 4 years in a customer service advisor role or 1 year in a similar service driven Manager role


• Experience with handling complaints and remaining diplomatic, making fair, timely decisions


• Strong organisational skills with the ability to manage competing priorities


• A proactive approach to identifying recurring issues and driving improvement


• Strong collaborative skills, with ability to build effective working relationships

This is a full\-time role working a 39\.5 hour week and managing a department with flexible schedules. It comes with benefits such as private medical insurance, pension, on\-site gym and hybrid working arrangement.

Agency assistance is not required.

Benefits:

• Casual dress


• Company pension


• Free parking


• Private medical insurance

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