Customer Service Manager

Customer Service Manager | Chesterfield, S40 2UB | £35,000 – £38,000

The Customer Service Manager will oversee and lead a team of Customer Service Advisors with the aim of ensuring the delivery of exceptional customer service. The role encompasses the responsibility of managing the onboarding process for new team members, ensuring they are well-equipped to meet service standards. Additionally, the manager will be required to handle and investigate customer complaints, providing resolutions that uphold the company’s reputation for customer satisfaction. The role also involves the development and implementation of efficient departmental processes, as well as monitoring adherence to these processes to ensure consistent service excellence.

  • Oversee the completion of daily tasks by Customer Service Advisors in accordance with KPIs.
  • Maintain and manage the knowledge base for company technical guidance.
  • Investigate customer complaints on behalf of Account Managers.
  • Communicate business updates within the department.
  • Compile and present team performance to management.
  • Conduct performance appraisals and individual review sessions with team members.
  • Perform quality assurance and profitability investigation on sales orders
  • Develop and execute training programs for Customer Service Advisors.