Customer Service Manager
15 days ago
£29000–£34000 yearly
Full-time
London
As a customer service manager, you'll make sure that the needs of customers are being met or exceeded. Your aim is to provide and promote excellent customer service throughout the organisation you work for. You'll manage the customer service team, making sure that service standards are being met and problems are resolved.
You may work at various levels, from head office to the front end of the business.
As a customer service manager, you'll need to: - provide help to customers using your organisation's products or services. - Communicate courteously with customers by telephone, email, letter and face-to-face. - Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants. - Handle customer complaints or any major incidents, such as a security issue or a customer being taken ill. - Issue refunds or compensation to customers. - Keep accurate records of discussions or correspondence with customers. - Analyse statistics or other data to determine the level of customer service your organisation is providing. - Produce written information for customers, often involving the use of computer packages and software. - Write reports and analyse the customer service that your organisation provides. - Develop feedback or complaints procedures for customers to use. - Improve customer service procedures, policies and standards for your organisation or department. - Meet with other managers to discuss possible improvements to customer service. - Manage staff recruitment and appraisals - depending on the size of the organisation these tasks may be carried out by human resources. - Train staff to deliver a high standard of customer service. - Lead or supervise a team of customer service staff. - Learn about your organisation's products or services and keep up to date with changes. - Keep ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
