?? Exciting Opportunity Alert! ??
Are you a dynamic and motivated individual with a passion for exceptional customer service? Are you looking to join a forward-thinking organisation and support and build the Customer Service department. If so, we have the perfect role for you!
Our client, a leading Membership services provider based in Burton On Trent is seeking a Customer Service Manager to join their team. As the Customer Service Manager, you will play a key role in leading and managing the day-to-day operations of the Member Services department.
What's in it for you? �?
? Competitive salary of £33,000 - £37,000 per annum depending on experience
? 25 days of holiday plus your birthday off �?
? Health insurance to keep you well-covered
? Hybrid working options for a healthy work-life balance
? Pension contribution matching for a secure future
Key Responsibilities:
- Lead and oversee all aspects of the daily operations of the Member Services department.
- Manage and coach a small team of dedicated Member Service personnel.
- Provide outstanding member support through various channels, including email, ticketing system, and more.
- Act as the point of escalation for complex member/partner queries, ensuring efficient resolution.
- Nurture partner relationships to deliver effective and timely resolutions for our members.
- Implement standard operating procedures, customer service protocols, and process documentation to improve efficiency.
- Evaluate and set new SLAs for member queries.
- Stay up-to-date with customer service platforms and technology, ensuring compliance with GDPR regulations.
- Review member touchpoints and recommend new communication channels.
- Collaborate with internal stakeholders to enhance the member experience.
Qualifications and Skills:
- Proven experience in managing and leading Customer Service Departments.
- Strong coaching and motivational skills to inspire your team.
- Excellent communication skills, both written and verbal.
- Detail-oriented with strong problem-solving abilities.
- Experience in creating and implementing customer service policies and SOPs.
- Operational mindset with a commercial focus.
- Ability to deliver meaningful MI reports and drive KPIs aligned with business goals.
�? Working in a small friendly and well established team this is an amazing opportunity to join a thriving organisation and contribute to their continued success. Apply now or contact Sophie Pugh on or
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