Customer Service Manager

Job Description

Are you an experienced Customer Service Manager passionate about providing excellent Customer Service…….

Would you be interested in working for a globally recognised brand? This is no ordinary Customer Service Manager role!

Perhaps you have previously lead a first class customer service, Aftersales or Technical team and would be excited by the prospect of building a team of technical product experts who are equally as passionate about delivering an exceptional customer experience.

Job Title: Customer Service Manager

Job Type: Full-Time Permanent - Office based

Salary: 40-45k

Location: Woking

Hours: Monday - Friday 37.5 per week

As a Customer Service Manager you will be responsible for:

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• Managing and motivating the customer experience team, providing direction and focus, allocating resources within customer service, technical and order management
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• Coaching and mentoring individuals to develop job performance and expertise
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• Supporting both B2B and B2C customers, including end users, trade, designers, architects or developers
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• Working closely to support major Projects on a national basis
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• Proactively working to diagnose faults, researching appropriate solutions as and when required
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• Responsible for overall order management and dealing with all general email enquiries
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• Working alongside head office and other key internal stakeholders to provide outstanding levels of customer service
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• Developing technical product knowledge in order to provide detailed customer support and handle fault resolution - with the aim of becoming a product expert
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• Working with in house systems to accurately store information
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• collaborating with Marketing, Sales, Planning and Technical teams to exceed expectations
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Customer Service Manager Desirable Skills

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• Experience in working within or leading a technical customer service team
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• Technical knowledge and understanding of electrical or mechanical products is advantageous
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• Problem solving skills
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• Experience in providing technical support to Electricians, Engineers, Plumbers, Developers, Designers, Architects or End users
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• Exposure to the Construction, Access Control, Lighting, Property or Audio Visual industry
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• Experience in understanding a large portfolio of technical products
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