Customer Service Manager
26 days ago
£32000–£39400 yearly
Full-time
Seven Kings, Ilford
Team Leadership: Leading and managing a team of customer service representatives by providing guidance, support, and feedback. This includes setting performance goals, conducting performance reviews, and fostering a positive work environment.
Training and Development: Ensuring the team is well-trained in customer service best practices, product knowledge, and company policies. This involves organizing training sessions, coaching team members, and identifying areas for skill improvement.
Customer Interaction Management: Handling escalated customer inquiries and complaints, ensuring they are resolved promptly and satisfactorily. This includes communicating with customers through various channels such as phone, email, and live chat.
Performance Monitoring: Monitoring and analyzing the performance of the customer service team using key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
Process Improvement: Identifying areas where customer service processes can be improved to enhance efficiency and customer satisfaction. This can involve implementing new tools, updating procedures, and streamlining workflows.
Reporting: Preparing and presenting regular reports on team performance, customer feedback, and service metrics to senior management. This also includes making recommendations for improvements based on data analysis.
Collaborative Work: Collaborating with other departments such as sales, marketing, and product development to ensure a unified approach to customer satisfaction and to convey customer feedback for product and service improvements.
Resource Management: Managing customer service resources, including staffing levels, scheduling, and allocating tasks to ensure optimal team performance.