Customer service manager Work, Jobs in Coventry, Wmd (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
1d
Service Delivery Manager
Cameo —Barwell
- £40,000 - £50,000 a year
- Full-time
- Hybrid work
- Computer networking
- IT
- In-person
- Life insurance
Quick apply
10d
Customer Relationship Manager
nGeneration —Tipton
- £32,000 a year
- Full-time
- Microsoft Word
- Hospitality
- Microsoft Excel
Quick apply
Business Support Administration Manager
Berkley Care Group —Leamington Spa
- £42,000 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Employee assistance programme
- Employee discount
Customer Service Manager
Welcome Break —Warwick
- Up to £36,000 a year
- Management
- Customer service
- Free parking
- Employee discount
Junior Account Manager
Limegreen Marketing —Birmingham
- From £28,500 a year
- Full-time
- Management
- Sales
- Marketing
- Free parking
- Health & wellbeing programme
Quick apply
E-Commerce & Website Manager (Shopify)
Katie Barnes Tool Range & Education —Stratford-upon-Avon
- £35,000 a year
- Full-time
- Sales
- Organisational skills
- Communication skills
- Free parking
- Employee discount
Quick apply
10d
Store Manager
Cotton Traders —Rugby
- £13.71 an hour
- Full-time
- Employee discount
Quick apply
10d
ZARA BIRMINGHAM DEPUTY STORE MANAGER
INDITEX —Birmingham
- Full-time
- Customer service
- Leadership
Quick apply
12d
Customer Services Team Manager
Coventry City Council —Coventry
- £33,699 - £39,862 a year
- Call to connect
- IT
- Communication skills
1d
Assistant Front Office Manager
Valor Hospitality —Coventry
- £13.46 an hour
- Full-time
- Hotel
- Driving
- Employee assistance programme
- Employee discount
Quick apply
Duty Manager
Ashorne Hill Management College —Leamington Spa
- £15,537.60 a year
- Part-time
- Hospitality
- Customer service
- Cleaning
- Free parking
- Health & wellbeing programme
Quick apply
9d
eCommerce Manager
Alliance Automotive Group —Birmingham
- Marketing
- Project management
- Bachelor's degree
Quick apply
9d
Customer Service Manager - Pensions
SS&C Technologies —Birmingham
- Full-time
- Hybrid work
- Customer service
- Financial services
- Leadership
- Annual leave
- Employee assistance programme
Head of Marketing
Ashorne Hill Management College —Leamington Spa
- From £45,000 a year
- Full-time
- CRM software
- Hospitality
- Sales
- Health & wellbeing programme
- Employee discount
Quick apply
5d
New Business Development Manager (Sales)
Crown SDS (Service Delivery Solutions) —Tamworth
- £45,000 - £50,000 a year
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Excel
- Sales
- Free parking
- Store discount
Quick apply
12d
Customer Voice Manager - Housing
Orbit Group —Coventry
- £45,000 - £52,734 a year
- Hybrid work
- Presentation skills
- Travel
- AI
9d
Cleaning Manager
ABM UK —Perry Barr
- £37,000 a year
- 8 hour shift
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Annual leave
Quick apply
Early Years Operations Manager
Banana Moon Day Nurseries —Warwick
- £40,000 - £45,000 a year
- Full-time
- Hybrid work
- Microsoft Office
- Travel
- Communication skills
- Employee assistance programme
Quick apply
12d
Sales Manager
Breadway Foods —Coventry
- £24,000 - £30,000 a year
- Full-time
- Management
- Sales
- Customer service
Quick apply
11d

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customer service manager jobs near coventry, wmd

Customer Service Escalations Manager

Energile Ltd -
Exhall

Quick apply

Job details

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

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, wmd

Customer Service Escalations Manager

Service Delivery Manager

Customer Relationship Manager

Business Support Administration Manager

Customer Service Manager

Junior Account Manager

E-Commerce & Website Manager (Shopify)

Store Manager

ZARA BIRMINGHAM DEPUTY STORE MANAGER

Customer Services Team Manager

Assistant Front Office Manager

Duty Manager

eCommerce Manager

Customer Service Manager - Pensions

Head of Marketing

New Business Development Manager (Sales)

Customer Voice Manager - Housing

Cleaning Manager

Early Years Operations Manager

Sales Manager

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