Overview
Involve Recruitment (Midlands) Ltd are working with a white goods appliances company in the Staffordshire area to recruit for a Customer Service Manager!
Salary: £35,000 to £40,000. Working hours: Monday to Friday 8am to 5pm.
Responsibilities
* Day to day management of the customer service team (leading by example and as part of the team, the role will lead a small team of 2)
* Complaint resolution
* Warranty investigation / credits and returns
* Liaising with Sales, Warehouse, Logistics, Accounts, etc. to meet customer needs
* Training and mentoring of customer service advisors
* Onboarding and recruitment of new employees
* Setting customer satisfaction targets / KPIs and managing performance
* Ensuring the customer journey is seamless
* Implementing new processes and continuous improvement of processes and systems
* Creating customer loyalty programs / obtaining customer feedback to increase revenue and improve client retention
Qualifications / Experience
* Experience in Continuous Improvement, implementation of processes / training and mentoring plans
* Experience investigating warranties
* Experience within the Domestic Electrical Appliances sector is preferred
* Driven, passionate, and proven in customer service / customer experience leadership
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