Customer Service Manager

Job Brief:
A well-established business based in central Nottingham are looking for a Customer Service Manager to join their growing team. The Customer Service Manager will be responsible for the effective management of the Customer Services team and the smooth running of its systems and functions.
Duties Include:
Improving customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Develop, maintain, and optimise service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports, to determine action for achieving required KPI and SLA performance
Recruit, mentor and develop customer service advisors; and nurture an environment where they can excel through encouragement and empowerment
Conduct performance management and maintain high levels of morale, through an appraisal programme, objective setting, regular 1:1 reviews and team meetings
Hold regular team meetings, generate team and individual feedback in respect to process and service improvements
Manage a robust absence process
Experience and Skills Required:
At least 3 years experience as a Customer Service Team Leader or Manager or Contact Centre Team Leader or Manager
Excellent knowledge of management methods and techniques
Working knowledge of customer service software, databases and tools
Strong client-facing and communication skills, both written and oral
A positive, can-do attitude and the ability to adapt to change
The Customer Service Manager will be responsible for the effective management of the Customer Services team and the smooth running of its systems and functions. Responsibilities will also include providing administrative support to the senior leadership team, co-ordinating and producing reports.
In return you will be offered a salary of £26,000 to £28,000 depending on experience. Working hours are Monday to Friday, 8:30am - 5:30pm with an hour for lunch; this is fully office based. Also, you will be offered 20 days annual leave plus statutory Bank Holidays rising by one day per each year of service up to 25 days.

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