Customer service manager Work, Jobs in Coventry, Eng (with Salaries)

Customer Service Escalations Manager
Energile Ltd —Exhall
- From £27,000 a year
- Full-time
- Management
- Customer service
- Microsoft Office
- Free parking
Quick apply
Customer Experience Manager
Ace Grading —Banbury
- £35,000 - £42,000 a year
- Full-time
- Management
- English
- In-person
Quick apply
11d
Customer Care Manager
Morris Homes Limited —Rugby
- Full-time
- Microsoft Excel
- Customer service
- Microsoft Office
- Health & wellbeing programme
- Annual leave
Quick apply
4d
International Customer Service Manager
DPD Group UK —Oldbury
- £70,500 a year
- Full-time
- Hybrid work
- Customer service
- Leadership
- Communication skills
- Free parking
Quick apply
8d
Trainee Shop Manager
Farmfoods —Coventry
- £32,648.16 - £35,306.88 a year
- Full-time
- Retail management
- Annual leave
- Employee discount
Quick apply
8d
Admin Manager
Berkley Care Group —Warwick
- £35,000 a year
- Full-time
- Customer service
- Administrative experience
- Organisational skills
- Employee assistance programme
- Employee discount
12d
Customer Relationship Manager
nGeneration —Tipton
- £32,000 a year
- Full-time
- Microsoft Word
- Hospitality
- Microsoft Excel
Quick apply
Customer Service Team Leader
Brett Martin Daylight Systems —Coventry
- Full-time
- Microsoft Excel
- Management
- Customer service
- Free parking
- Annual leave
Quick apply
7d
Customer Service Team Leader
WDC Automotive Ltd t/a wedelivercars.co.uk —Walsall Wood
- £32,500 - £35,000 a year
- Full-time
- Management
- Customer service
- English
Quick apply
6d
B2B Telesales and New Business Lead
Whitefurze Ltd —Coventry
- £12.71 an hour
- Full-time
- CRM software
- Sales
- English
Quick apply
4d
Bar/Restaurant Supervisor,manager
Greens Kenilworth —Kenilworth
- £25,597.42 - £35,000.00 a year
- Part-time
- Hospitality
- Bar
- Culinary experience
- Employee discount
Quick apply
7d
BCAL Operations Team Leader (Specialist Logistics)
BCA Logistics —Birmingham
- £16.30 an hour
- Analysis skills
- Travel
Quick apply
5d
Service Delivery Frontline Manager
Crown SDS (Service Delivery Solutions) —Tamworth
- From £34,000 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Store discount
- Health & wellbeing programme
Quick apply
5d
Store Manager
Cotton Traders —Rugby
- £13.71 an hour
- Full-time
- Employee discount
Quick apply
Ownership Experience Manager – Customer Community & Loyalty
Lotus UK —Coventry
- Full-time
- Travel
- Communication skills
- Employee discount
6d
Store Manager - Full Time
Cash Generator —Birmingham
- £32,000 - £35,000 a year
- Full-time
- Management
- Customer service
- Microsoft Office
Quick apply
8d
Area Manager, Customer Fulfillment
Amazon UK Services Ltd. —Coventry
- Full-time
- Management
- Bachelor's degree
- Leadership
8d
Customer Service Manager- Birmingham New Street
XC Trains Limited —Birmingham
- Customer service
- Presentation skills
- Cash handling
Quick apply
11d
Customer Account Manager
National Grid —Warwick
- £48,000 - £57,000 a year
- Hybrid work
- Contracts
- Construction
- Marketing
- Life insurance
1d
Store Manager
EG On The Move Ltd —Shenstone
- £31,500 - £33,000 a year
- Weekend availability
- Leadership
- Employee discount
Quick apply

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Customer Service Escalations Manager

Energile Ltd -
Exhall

Quick apply

Job details

Permanent | Full-time
From £27,000 a year

Benefits

Free parking
Casual dress
Company pension
On-site parking

Qualifications

Management
Customer service
Complaint handling
Microsoft Office
Organisational skills
Communication skills

Full job description

Job Purpose

The Escalations Manager is responsible for managing and resolving customer complaints in a professional, timely, and empathetic manner. Acting as the primary point of contact for customers wishing to make an official complaint, the role involves investigating concerns, coordinating resolutions across departments, maintaining accurate complaint records, and identifying opportunities for service improvement.

Key Responsibilities Customer Complaint Management

Handle incoming customer complaints via telephone, email, and written correspondence.
Serve as the main point of contact for customers throughout the complaints process.
Listen actively, demonstrate empathy, and communicate professionally to understand customer concerns.
Conduct thorough investigations into complaints, gathering information from relevant teams and stakeholders.
Provide customers with regular updates and manage expectations throughout the resolution process.
Deliver complaint outcomes clearly and professionally, ensuring customers understand the resolution provided.

Resolution and Case Management

Take ownership of complaints from initial contact through to final resolution.
Work collaboratively with internal departments to identify root causes and implement appropriate solutions.
Escalate complex or high-risk cases to senior management where necessary.
Ensure all complaints are handled in accordance with company policies, regulatory requirements, and service standards.
Monitor complaint resolution times and ensure agreed service level targets are achieved.

Record Keeping and Reporting

Accurately log all complaints, actions taken, communications, and outcomes within the company's systems.
Maintain detailed and auditable complaint records.
Produce regular reports on complaint volumes, trends, root causes, and resolution performance.
Identify recurring issues and areas for improvement based on complaint data.

Stakeholder and Department Feedback

Provide constructive feedback to relevant departments regarding customer concerns and service failures.
Work with operational teams to identify corrective actions and prevent repeat complaints.
Support continuous improvement initiatives by sharing customer insights and lessons learned.
Build positive working relationships across departments to facilitate effective complaint resolution.

Skills and ExperienceEssential

Previous experience in complaints handling, customer relations, customer service, or escalation management.
Excellent verbal and written communication skills.
Strong telephone manner with the ability to handle difficult conversations professionally.
Excellent problem-solving and investigation skills.
Strong organisational skills and attention to detail.
Ability to manage multiple cases simultaneously while meeting deadlines.
Proficient in Microsoft Office and customer management systems.

Desirable

Experience within a regulated industry.
Knowledge of complaint handling procedures and best practice.
Experience producing reports and analysing customer feedback trends.

Personal Attributes

Empathetic and customer-focused.
Calm and professional under pressure.
Resilient when handling challenging situations.
Strong sense of accountability and ownership.
Able to influence and collaborate effectively with colleagues at all levels.
Committed to continuous improvement and delivering excellent customer outcomes.

Key Performance Indicators (KPIs)

Complaint resolution times.
Customer satisfaction following complaint resolution.
Complaint closure rates.
Accuracy and completeness of complaint records.
Reduction in recurring complaint themes.
Quality and effectiveness of feedback provided to operational teams.

Pay: From £27,000.00 per year

Benefits:

Casual dress
Company pension
Free parking
On-site parking

Work Location: In person

Quick apply

Refine Your Search

customer service manager jobs in coventry, eng

Customer Service Escalations Manager

Customer Experience Manager

Customer Care Manager

International Customer Service Manager

Trainee Shop Manager

Admin Manager

Customer Relationship Manager

Customer Service Team Leader

Customer Service Team Leader

B2B Telesales and New Business Lead

Bar/Restaurant Supervisor,manager

BCAL Operations Team Leader (Specialist Logistics)

Service Delivery Frontline Manager

Store Manager

Ownership Experience Manager – Customer Community & Loyalty

Store Manager - Full Time

Area Manager, Customer Fulfillment

Customer Service Manager- Birmingham New Street

Customer Account Manager

Store Manager

I want to receive the latest job alerts for customer service manager in coventry, eng

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