Overview
long established plumbing and heating maintenance and install company.
We are seeking a dynamic and experienced Customer Service Manager (CSM) to lead our customer service team. The successful candidate will be responsible for overseeing daily operations, ensuring exceptional customer satisfaction, and fostering a positive team environment.
strong management and communication skills, are essential for this role. The CSM will play a pivotal role in analysing customer feedback, implementing service improvements, and maintaining high standards of service delivery across multiple channels.
Responsibilities
- Lead ,grow and maintain our large customer base ensure efficient and professional support is provided to clients.
- Develop and implement customer service policies, procedures, and standards aligned with organisational goals.
- Analyse customer feedback and data to identify trends, areas for improvement, and opportunities for enhancing the overall customer experience.
- Manage escalations effectively, resolving complex issues promptly while maintaining positive relationships with clients
- Foster a collaborative team environment that encourages continuous improvement and high performance.
- Collaborate with other departments to ensure seamless service delivery and address any operational challenges.
- Maintain comprehensive records of customer interactions, complaints, and resolutions to support ongoing analysis and reporting.
Requirements
- Proven management or supervisory experience within a customer service environment.
- Strong leadership skills with the ability to work under pressure
- Excellent communication skills
- Strong analysis skills to interpret customer data and feedback effectively.
- Exceptional organisational skills with the ability to manage multiple priorities simultaneously.
- Demonstrated ability to handle complex situations with professionalism and tact.
- Experience in developing strategies that improve customer satisfaction metrics.
- Ability to work collaboratively across departments to achieve organisational objectives. This role offers an exciting opportunity for a dedicated professional passionate about delivering outstanding customer service while leading a motivated team towards excellence.
Pay: £38,000.00-£45,000.00 per year
Benefits:
- Casual dress
- Employee discount
- Free parking
- On-site parking
Work Location: In person
