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Job description

Diamond Search Recruitment are delighted to be representing our client, an innovative and sustainable organisation, working to incredibly high standards situated in luxury offices in the heart of Ashford town. Recruiting for a Customer Service Manager to provide leadership to the customer services team and ensure that the customers' expectations are fully met by proving 1st class service.

You will be responsible for a team of approximately 10 employees to whom you will motivate, recognise and reward, coach, counsel, train and help solve problems. You will operate and establish efficient and balanced work flows that promotes continuous improvement. Monitor and measure service KPIs and leverage results to develop standards, improvements or changes to processes. Ensure that project and department goals are met whilst adhering to approved budgets. Manage 10 direct reports into the Supply Chain Manager.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Manage and supervise the Customer Service Team including performance management and team/individual development.
• Responsible for the Customer Service Team structure and recruitment.
• Manage the on boarding of new recruits by supporting Department Trainer in ensuring the skills and knowledge are fully in place to deliver a best in class customer service at all times.
• Develop, maintain and implement Customer Service policies and procedures.
• Manage daily Customer Service activities alongside Team Leader, including but not limited to: order entry/maintenance, account status, sales programs, upselling and selling off bad inventory.
• Define, monitor and track department KPI's in line with business strategy.
• Deploy all departmental process changes in line with organisation needs and ensure Customer Service team are fully engaged.
• Daily contact with cross functional UK/EMEA teams: Sales, Logistics, Finance, Marketing etc.
• Provide support to the sales network in times of changing circumstances, demonstrating resilience and emotional intelligence under pressure.
• Analyse statistics and reports to determine the level of customer service performance.
• Keep up to date with developments in products or services both within the company and the wider community.
• Provide continuous improvement strategies to improve customer service standards.
• Ensure holiday and departmental continuity planning is in place.
• Presentations to Senior Management and External Sales teams demonstrating highlights and challenges in department and outlining strategies for improvement/continued success.
• Managing the Customer Service team in bridging the gap between customers, sales colleagues and manufacturing teams; liaising with all relevant key stakeholders.
• Acting as escalation to customers when required and being involved in key customer discussions on major projects alongside sales team.

The Ideal Candidate

• Excellent communication
• Resilience
• Prioritisation and time management
• Good people management; mentoring, coaching, development
• Active listening
• Empathy
• Positive attitude
• Tact and diplomacy
• Creative thinking

Diamond Search Recruitment is acting as an Employment Agency regarding this vacancy.

Job Types: Full-time, Permanent

Salary: £37,500.00-£40,000.00 per year

Schedule:

• Monday to Friday

Work Location: In person

Reference ID: QV864388