Customer Service Manager

S.Two ,
Hertford, Hertfordshire
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Overview

CUSTOMER SERVICE MANAGER Herford Circa £40,000 ABOUT THE COMPANY My client recognises a demand for reliable and consistent business telephony and has gained an exceptional reputation for their commitment to helping businesses to reduce their telecommunication expenditure. They aim to help UK businesses to overcome any issues by providing expert advice on the most advanced solutions whilst consistently providing real solutions to reduce costs, to improve reliability and enhance communication speed and efficiency. ABOUT YOU Our growth and increasing customer base have created an opportunity for a Customer Service Manager to join our senior management team and deliver solutions. You will ensure that the operational division is managed effectively and efficiently from a client, resourcing, operational and commercial perspective. We have a great team culture with a strong work ethic and are looking for people who are enthusiastic, ambitious and want to be part of an exciting company. RESPONSIBILITIES • Display a clear understanding of the company's policies, vision and how their specific function contributes to these. • Develop/maintain and implement the business strategy alongside the board and senior management team. • Participate in the implementation of specific projects, procedures and guidelines to help align the workforce with the strategic goals of the organisation. • Lead and motivate the division, develop and coach team members. • Develop & coach division team members. • Manage talent and succession planning with other business managers. • Ensure behavioral expectations of team members are maintained. • Liaise with team to ensure the agreed management methods, standards and processes are maintained throughout the numerous contracts/project lifecycles. • Taking responsibility for overall progress and use of division resources and initiating corrective action where necessary to deliver client requests or integrate new clients. • Ensure that team are commercially aware, maintaining budgets, maximising cost control and driving cost efficiencies. • Collaborate with team and senior management to ensure that any cost challenges or efficiencies are resolved or addressed for future contracts/projects. • Communicate with other heads of, to ensure that work is neither overlooked nor duplicated by related projects and resource usage is maximised. • Interact with any external suppliers or key stakeholders where appropriate. • Liaise with client contacts where appropriate. • Work with other heads, Strategic Operations Director to problem solve, share, review and implement best practice consistently across the business. • Plan and manage transitional change initiatives. • From time to time perform other tasks when required. • Tactically and strategically develop all allocated accounts and associated operations to ensure they are fit for purpose. • Ensure the team effectively forward plan, including contingency and scenario planning. WHAT YOU WILL NEED • Experience in a similar/management position. • Familiarity with strategic client management. • Commercially astuteness. • To be solutions focused • Proactive and self-starter. • Proven communicator at all levels. • Strong planning skills. • Ability to think ‘outside of the box'. • Successfully executes new initiatives. • Can deliver viable business cases for changes and/or investment. • Understanding of Business processes including Ops, HR, project management etc. • Forward thinking. • Solutions focused. • Highly organized. • Strong analytical skills. • Good attention to detail. • Relentless drive for improvement. • Able to work as part of a team. • Resolves conflict in an effective & timely manner. • Highly professional & positive. Telephony experience desirable not essential This job was originally posted as www.totaljobs.com/job/89832912

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