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Our client is a successful, small business who work with large corporations across the country, supporting their customers with all areas of desktop IT support and telecoms support. Due to team expansion, they are looking to acquire the services of a Support Manager You will be responsible for delivering a first-class Customer Service across their full range of products and services, and enabling an efficient office environment. The successful candidate would have a background in Customer Service and some previous management responsibilities. Job responsibilities: Responsible for the day-to-day running of the office. Oversee the office diary. Ownership of the online Ticketing system. Managing engineers' diaries and site visits. Ensuring clients queries and orders are always handled promptly and professionally. Oversee the customer service team and handle queries and complaints promptly. Ensuring sufficient stock levels for engineers. Think on your feet and willing to solve technical problems efficiently. Assisting senior staff as needed. Responsible for all office supplies, equipment, suppliers and visitors. Ensuring customers and managers are kept fully informed. Training new staff and offering support where needed. Other admin and PA duties as required. Key skills and experience: Previous Customer Service experience related to the role. Previous Salesforce experience or similar CRM system. Excellent verbal and written communication skills. Energetic & highly organised. Methodical & accurate attention to detail. Customer-centric focus. Able to work both independently and as part of a team. Ability to prioritise effectively, multi-task and adapt to changing priorities. Additional Information: Office based, Mon Fri, 9 AM 5PM Onsite Parking Pension Scheme Close-knit team To express interest in this promising role, kindly forward your latest CV, detailing your present or most recent remuneration package and any notice period you might have. For a discreet, detailed discussion about the role, you can reach out to Monika Zlobinska at . Alternatively, connect with us on LinkedIn via the following link: https://in/monika-zlobinska-a8040615b/
Customer Service Manager (Contact Centre) £37,500 - £40,000 St Albans The Customer Service Manager will provide market-leading customer satisfaction in conjunction with a team of customer service representatives. You will have proven experience of motivating and driving performance and development within a team. The Manager will be assertive; possessing strong decision-making and communication skills with the ability to work accurately to strict deadlines. With a passion for qualitative service, you will enjoy the challenges of problem solving and thrive in a stimulating environment. Main responsibilities: Allocate cases to Customer Service team daily and ensure SLAs are met. Run weekly management reports for Operations teams and present a monthly slide deck to the executive team on caseload headlines, changes, risks etc. Facilitate ongoing training and development of staff to deliver a high standard of customer care. Develop a communication method and regular updates to staff taking overflow calls, scripts and process in particular. Manage continuous improvement within the department, updating processes and systems to ensure that they are fit for purpose. Support the customer service team to ensure quality and productivity targets are met. Resolve all customer service complaint escalations (consumers and retailers). Lead with professionalism during periods of change, displaying motivating and encouraging behaviours. Utilise social media, telephony, and online systems with exemplary attention to detail. Take responsibility for communicating Disciplinary Issues, Absence, Conflict Resolution, Pastoral Care, Wellbeing Issues, Training, and all Feedback within the team. Maintain the CRM system, ensuring that it's kept up to date. About you: Minimum 5 years Management experience within a similar role Self-Motivated and ability to work well under pressure. Be able to work on your own initiative. Excellent verbal and written communication skills Positive expectations of success and delivery Experience leading a team to targeted KPIs. Empathetic, Decisive, Approachable and Adaptable Benefits: 22 days holiday plus bank holidays, increasing with length of service. Company pension Life insurance (x4 base salary) Private medical insurance Company events Free parking Supplemental pay types: Bonus scheme (discretionary) Company sick pay (discretionary)