Job Summary
We are seeking a highly motivated and experienced Customer Services Manager to lead our customer support team. The successful candidate will be responsible for overseeing daily operations, ensuring exceptional service delivery, and fostering a customer-centric environment. This role requires strong leadership, excellent communication skills, and the ability to manage multiple priorities effectively. The ideal applicant will possess supervisory experience and demonstrate analytical skills to optimise customer satisfaction and operational efficiency.
Duties
- Lead and supervise the customer service team to ensure high standards of service are maintained at all times.
- Develop and implement customer service policies, procedures, and standards to enhance overall client experience.
- Analyse customer feedback and service metrics to identify areas for improvement and implement strategic solutions.
- Coordinate with other departments to resolve complex issues promptly and effectively.
- Train, mentor, and motivate team members to achieve individual and collective goals.
- Manage escalations professionally, maintaining positive relationships with clients.
- Prepare regular reports on team performance, customer satisfaction levels, and operational challenges for senior management.
- Foster a positive work environment that promotes teamwork, continuous learning, and professional development.
Experience
- Proven management or supervisory experience within a customer service environment.
- Strong leadership skills with the ability to inspire and guide teams towards achieving organisational objectives.
- Excellent communication skills in both English and Spanish; multilingual abilities are advantageous.
- Demonstrable analysis skills to interpret data and derive actionable insights for process improvements.
- Experience in developing training programmes and coaching staff for optimal performance.
- Familiarity with customer relationship management (CRM) systems and SAGE is preferred.
- Previous experience in a multicultural or diverse environment is desirable.
This role offers an exciting opportunity for a dedicated professional eager to make a significant impact within our organisation by delivering outstanding customer service through effective leadership and strategic management.
Pay: £28,000.00-£34,000.00 per year
Work Location: In person
