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What an amazing opportunity this is to work for a global company. This role is based at their site in Cookstown. It's a full-time permanent job. Hours of work are Monday-Thursday and Friday; however, they can be slightly flexible with times. The salary for this role is circa £40k, plus company car.
Your new role
As Customer Service Manager, you will be managing a team of 7. This team consists of 3 Account Managers, 3 Administrators, and 1 Credit Controller. Main duties include:
* Lead and inspire the customer service team to deliver exceptional service, ensuring alignment with company standards.
* Foster team growth and development, creating a culture of excellence within the customer service department.
* Organise the customer service department to ensure that customer queries and complaints are dealt with in the most efficient, cost-effective, and complete way, always ensuring maximum customer satisfaction.
* Build strong internal and external relationships to ensure that customer retention is core to all activities.
* Develop and update customer service procedures and policies.
* Regularly report on customer service performance across key metrics, fostering transparency and accountability.
* Facilitate collaboration between customer service and other departments to uphold efficiency and customer satisfaction.
* Assist in recruitment, development, and appraisal of staff.
* Set customer service goals for team members and help them achieve these goals.
* Take ownership of customer issues and follow problems through to resolution.
* Monitor user feedback, performance indicators, and relevant statistics to inform decision-making.
* Prepare weekly and monthly reports.
* Work with the General Manager and the management team to drive the strategy for Customer Service, delivering on customer growth and satisfaction goals.
* Assess customer accounts to ensure profitability for the business.
* Collaborate with the Customer Account Manager on customer renewals and pricing.
* Liaise with purchasing regarding stock spend and stock control.
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