Are you an excellent communicator with experience of managing and leading a team? Do you possess the ability to work well under pressure and to tight deadlines in a very fast paced environment? Are you passionate about delivering an amazing service to your customers? Then this could be the role for you… Our Evesham based client is looking to recruit a Customer Service Manager to join their friendly and forward thinking team. You will fully manage and develop a high performance sales and customer service team that meets and exceeds the needs of our client's customers. Key Tasks are as follows: · Continually strive to improve customer service procedures, policies and standards with the aim of enhancing the customer experience and increasing sales opportunities. · Lead and motivate the team, ensuring that individual team members have clear objectives and development plans and that the necessary training and help is provided in order to meet their objectives, through 1:1's, call quality monitoring, reviews and appraisals. · Carry out regular team meetings to ensure the team are kept up to date on business and departmental developments. · Act as a point of escalation for customer complaints or difficult queries. · Ensuring sufficient resource is available to deliver the agreed levels of customer service throughout the year, including call taking to support the teams and meet customer expectation. · Produce, implement and regularly review a customer service plan for peak trade. · Coach the team to take advantage of every customer interaction and use it as an opportunity to generate new insights for the business and build brand loyalty. · Help to continue develop and build each channel alongside external field sales teams. · Work closely with the field sales teams to help support and generate new business and develop the team to provide a consultative sales approach. · Develop and maintain procedures to improve business performance. · Build and maintain strong relationships with all relevant internal departments (IT, Distribution, Procurement, Credit Control, Customer Care and Marketing) within the business in order to ensure customers are provided with the best possible service. · Ensure up to date and accurate records of all customer interaction is maintained within the relevant IT systems. · Management of the Vantage platform. · Collate bonus and promotional scheme statistics on a monthly basis. · Provide weekly and monthly team performance reports to the Head of Customer Service. · Meet with suppliers to discuss delivery performance and collate a monthly delivery issue report for the Operations Director Salary -£28k - £32k + BonusWorking Hours - 08.30 - 5.00 If you are looking for a new opportunity to work for a well-established company with an excellent remuneration package then please contact Gemma at Adecco today on 01905 732790!
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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