The Contact & Telesales Manager role involves leading a dedicated customer service team within a thriving distributional industry. The position requires a strategic thinker with a passion for delivering exceptional customer experiences.
Client Details
The company is a leading entity in the transport and distribution sector with a staff count exceeding 1,000. It is committed to delivering top-notch services across its vast network of clients, emphasising efficiency, reliability, and quality.
Description
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Key responsibilities will consist of:
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Lead and manage the Customer Service team to deliver exceptional service.
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Develop and implement customer service policies and procedures.
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Providing continuous assistance to team members handling orders, complaints, and delivery challenges.
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Generating regular reports for senior management to track sales and identify slow-moving items.
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Maintaining frequent communication with customers via email, phone, or in-person visits to nurture relationships and resolve any concerns.
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Conducting an annual customer satisfaction survey, analysing feedback, and implementing improvement strategies based on the results.
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Handle complex customer service issues and oversee resolution.
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Monitor and analyse performance metrics and implement improvement strategies.
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Provide training and coaching to team members to ensure continued development.
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Ensure compliance with industry regulations and company policies.
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Regularly monitoring the performance of team members to ensure efficiency.
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Accurately managing and inputting orders into MPL/FRA and Presto platforms to meet customer requirements.
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Guiding international stores on prioritising deliveries as needed.
Profile
A successful Contact & Telesales Manager should have:
- Have a minimum of 3 years' experience working in a customer managerial position
- Strong abilities to communicate with team
- Have strong leadership skills and have the ability to motivate and direct other team members
- Have excellent communication skills, both verbal and written
- Have strong attention to detail
- Work well within a fast-paced environment
- Ideal knowledge of the manufacturing industry
- Ideal know-how of sales order processing & invoice inputting processes
- Have good working knowledge of Microsoft Office
Job Offer
- Basic salary starting at £33,250
- Discretionary team performance-based bonus
- Progression earning potential
- Career development progression into directorate route
- Exposure to B2B industrial manufacturing competitive landscape
- Pension contribution
- 2x salary life assurance
- Basic holiday allowance + bank holidays