Customer Service Manager
Up to £40
This role is essential in providing a first class service to our customer through active leadership of the team, you will be responsible for maintaining, capturing and reporting essential information to internal and external customers, to liaise with customers and internal team members on all aspects of the business to ensure customer satisfaction and a high quality service is maintained at all times.
My client is recruiting for an experienced Customer Service Manager to lead, support, coach and develop a team of desk based account managers to deliver high levels of customer service and business targets while retaining responsibility for customer interventions with specified customers.
THE ROLE & YOUR RESPONSIBILITIES:
Inspire, motivate, coach and develop a team of desk based account managers to achieve business targets including increase in revenue across the accounts and retention of specified Independent Merchants.
Translate business strategy into operational goals for the team, through clear communications, targets and objectives.
Responsible for performance management, agreement for growth reviews coaching, and implementing personal development plans to support personal development.
Support and embed the relationship, communication and information exchange between the customers, the desk based account managers and the sales region, as this will be key to the success of the role.
Develop influential working relationships with Sales Directors and and Product Managers including attendance at meetings.
Develop effective inputs into Commercial Plans supported by Product Marketing ensuring the desk based account managers have quality literature on new product launches in addition to quality information to support any business driven marketing campaigns.
Monitor, track, analyse, report and forecast and communicate achievements against service level agreements.
Identify opportunities to cross sell products adding value into the business and supporting the Product Leadership strategy.
Focusing on the needs of the customer by pulling information and feedback into the business and pushing out information on products and services, acting on the information to determine the value-add to the business and the customer.
EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:
Motivating and leading a team based and sales/service target orientated team
Driving quality initiatives through process improvement and investment in people
Establishes a clear link between everyday short term actions and longer term corporate vision.
Clearly expresses the vision and leads others to follow.
Demonstrates a resolutely positive can do attitude and is able to show recognition.
Clarifies roles/assignments, takes decisions and provides clear instructions and clear direction.
Regularly assesses team-members skills, provides objective, constructive feedback that encourages progress and builds on individual's development plans.
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