Customer Service Manager

Are you an experienced Customer Service Manager looking for your next opportunity? Is delivering excellent customer service at the heart of everything you? Do you want to work in a fun and fast paced environment? If so, please read the below: Benefits Permanent position £40,000 - £45,000 Progression opportunities Parking on-site 25 days holiday BH Shifts - Monday - Thursday 08:30 - 17:00 Friday 08:30 14:00 & Mon - Fri 08:00 AM - 16:30 PM Willenhall Main Purpose To ensure the team delivers an exceptional customer service experience to all of the customer base through effective management of the team. You will strive to ensure that the team deliver outstanding service to all Customers, creating a centre of excellence for the business, consistently ensuring timely and efficient solutions and advice and striving for continuous improvement. Responsibilities To ensure exceptional customer service is delivered by the customer services team To manage, motivate and develop the Customer services team (12-15 people) ensuring effective working practices are adopted and a positive 'can do' attitude is developed. To develop the tools available to better manage customer interaction Contribute to achieving sales budget Promptly & competently attend to escalated customer enquiries or complaints Ensuring all relevant product and pricing databases are accurate and kept up to date and customers are aware of this To monitor commercial performance Ensuring all relevant product and pricing databases are accurate and kept up to date Take full responsibility of creating & maintaining KPI's which manage and drive efficiency within the customer service team Establish a robust training programme To monitor appropriate service admin departmental KPI performance, against target and apply appropriate corrective actions where required To ensure, in relation to the actions of these business functions, that department budgetary and performance targets are met Help define the strategy to deliver efficiency improvements, to drive change and increase customer satisfaction levels. Recruitment and selection of new team members Ensure that effective communication channels are properly established within the team Ensure that team members have all the information and the tools required to do their job effectively. Dealing promptly with employee grievances, issues with conduct and performance, escalating to the HR team when appropriate. Contributing to the pay review process as and when required, using objective reasoning. Take pro-active responsibility for the improvement of KPI's by providing data to Management and actions plans for improvement. To be responsible for the health, safety and welfare for all relevant employees and stakeholders. To continuously drive improvements in all aspects of health, safety and the environment. To manage, develop, motivate and foster dialogue with all personnel within the service administration function ensuring clear and achievable performance targets are set and monitored that reflect the overall business objectives and goals To forge a strong interdependent working relationship with all other service departments helping to identify and promote best practice The above list is not exhaustive and from time to time there may the need for ad-hoc duties as required to ensure the smooth running of the department. Requirements Customer Service Manager experience within a manufacturing environment is essential Experience managing a team of around 15 people Experience focusing on customer needs and satisfaction; sets high standards for quality and quantity Excellent communication skills, with customer service at the heart of what you do Extensive e-commerce background Analytical problem solving skills Proven ability to set clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; monitors performance against deadlines and milestones Ability to work under pressure, to deadlines with a strong determination to solve problems and resolve queries. Experience of using Microsoft office packages with good computer skills Excellent interpersonal skills Interviews are taking place next week, please apply today Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.