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Customer Service Manager

Basics
Job Type: 
Permanent
Category: 
Senior Management and Executive
Category: 
Customer Service and Support
Category: 
Sales and Account Management
Category: 
Office and Administration
Job Reference: 
nb4034
Description: 

Customer Services Manager: A Customer Services Manager is required to join a leading business to business Telecommunications company in Borehamwood, Hertfordshire.  Working in a lively fast paced office the Customer Services Manager will lead a growing team of Customer Account Managers to ensure that Redsquid is represented in an exceptional manner to our external customers.

As the Customer Services Manager you will have previous experience in managing a team of 8+ Account Managers, have a proven track record in customer service, possess strong organisational and time management skills. Any experience in the Telecommunications field would be a advantage.

The Customer Services Manager will be responsible for motivating their team and ensuring they are providing the best customer service possible. You will be expected to know the company’s products and policies and be able to communicate it effectively to the team.

 

Tasks

Point of escalation for the team

Dealing with customer queries over the phone and email including any complaints

Conduct monthly 1-2-1’s

Conduct appraisals/reviews

Conduct Team meetings

Manage disconnections

Training staff to deliver a high standard of customer service

Ensure the teams tasks are being actioned

Recruiting staff

Ensuring all internal and external correspondence is dealt with in a timely manner

Producing reports and adhoc duties requested by line manager

Implement and monitor customer service policies and procedures

Support other areas of the business with any queries

Learning about your organisation's products or services and keeping up to date with changes

Making sure customer retention is a priority

Ensuring your team is pro-actively notifying ours of all our product range.

 

Skills/Experience Required:

 

- Must have experience in managing & motivating Customer Service Teams for a number years

- Must be able to demonstrate from previous experience how the candidate has motivated team members, implemented procedures that have delivered results.

-Experience in providing the highest standard of Customer Service

-Ability to lead a team and motivate them

-Ability to understand & resolve customers’ issues and complaints

-Fast learner, works with accuracy and attention to detail

-Strong communication/interpersonal skills

-Ability to multi-task

-Self-motivated, positive and enthusiastic

-Professional telephone manner

- Strong Planning and organizational skills

- Proactive and takes initiative

- Problem analysis and Problem solving skills

 

This is an exciting opportunity for a Customer Services Manager to join a long established Telecoms company that constantly reinvests into staff training to ensure they continually deliver the best solutions to their customers.

 

 

Location
Location: 
Central London
Reward
Salary Range: 
£35,000+
Salary: 
£40000 - £45000