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RSC Recruitment
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Newbury, Berkshire
Customer Care Manager
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Job Type: Full-time |
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Salary: £29,000 per annum |
Overview
We currently require a Customer Care Manager in Newbury to lead and coach a team of Customer Service Advisors. You will have experience in managing a customer service team in a fast-paced, target driven environment ideally in parcels or logistics. You will drive continuous improvement in customer experience through your positive and proactive approach. Our client is a leading provider of technology-oriented logistics solutions to the eCommerce market. Main areas of responsibility Leadership, management, development and recruitment of a Customer Care team being able to influence and direct their work towards maximum customer satisfaction identifying and providing regular training for the Customer Care team Investigating and solving customers’ problems and handling customer complaints ensuring the correct processes are in place Monitor the service level being provided to the customer, being ready to influence the daily operation so necessary results are achieved Look for continuous ways of improving the overall operation, by recommending, negotiating and implementing the necessary actions plans using customer feedback Define best practice and identify potential inefficiencies Provide management with reports analysing the customer care that is provided together with KPI’s to ensure effective measurement of the service Work closely with carrier partners’ key contacts Keeping ahead of developments in customer care to keep well informed and trained to a high standard Education, Skills and Experience Essential: Experience in managing a large, fast-paced customer service team A track record of recruiting and developing a high-performance team Passionate about understanding and improving the customer experience to drive proactive performance Ability to engage and influence suppliers to deliver a best in class service Ability to see both the big picture and the smallest detail Adept in use of IT systems Strong ability to impact and influence Excellent communication skills Good problem-solving skills Challenges assumptions and encourages change Positive 'can-do’ approach Good level of English & Maths