Customer Service Manager

Job Description

About Us:

At Eden Springs, we are committed to delivering 'Great Service Every Day' to our valued customers. As a Customer Service Manager, you will play a pivotal role in leading our dedicated team to achieve excellence and provide outstanding customer service.

Key Responsibilities:

• Lead the Customer Service team to achieve KPIs, service levels, and business targets within agreed budgets.
• Cultivate collaborative relationships to enhance service quality and customer satisfaction.
• Ensure staff feel supported and informed as products and services evolve.
• Manage day-to-day activities, prioritize tasks, and assess risks within existing processes to achieve SLAs.
• Participate in operational process reviews to drive efficiency and support business growth.
• Develop and maintain training and development plans for team members.
• Implement performance management processes and conduct regular reviews and appraisals.
• Maintain high levels of customer satisfaction and quality standards.
• Stay updated on industry trends to incorporate best practices into operations.
• Act as a point of escalation for customer complaints.
• Support Operations Manager in identifying operational risks and developing contingency plans.
• Supervise team quality monitoring to exceed quality targets.
• Demonstrate problem-solving skills and find efficient solutions.
• Manage online reputation on platforms like Trust Pilot and Google My Business.

Requirements:

• Minimum 3 years of contact Centre experience.
• Minimum 5 years in a managerial role.
• Excellent coaching, communication, and negotiation skills.
• Experienced in change management and team development.
• Strong leadership and people management skills.
• Confident decision-maker with a solution-focused mindset.
• Proficient in Microsoft Office applications and LiveChat systems.
• Positive attitude, adaptable to a fast-paced environment, and excels under pressure.
• Strong problem-solving abilities and attention to detail.
• Excellent written, verbal, and presentation skills.

If you are a dynamic and experienced Customer Service Manager looking to lead a team towards success, we would love to hear from you. Join us in our mission to provide exceptional service to our customers.