Location: Stevenage - Some travel to Cambridge and Harlow from time to time
?Salary : £Competitive DOE + Excellent Benefit
Working hours: 8am-5pm, Monday - Friday
Role overview:
The purposes of the Customer Service Manager is to build a strong relationship with customers and stakeholders, to drive a customer centric organisation harnessing Customer feedback, identifying opportunities and making changes for improvement.
You will lead the Customer Service and Administration team, to ensure delivery and service levels are of the highest standard.
Oversee daily client requests and escalations.
Key duties and responsibilities:
- Create strategic goals to focus on improving customer satisfaction and increasing performance.
- Undertake management monitoring exercises for Customer Service Request and document positive and negative findings.
- Drive customer feedback response rates and action any required improvements resulting from general feedback, compliments, or complaints, with the aim of improving Customer satisfaction and supporting the Customers 'Listening Channel System'.
- Ensure timely response to work orders raised, as per the KPI's.
- Attend all relevant meetings, and complete actions as required
- Engage and collaborate with stakeholders on operational matters.
- Support and lead new initiatives to improve customer experience through technologies and best practice.
- Attend regular Triage meetings with the client in a prepared and professional manner.
- Any other reasonable duties as requested by Manager.
Who you'll be:
- You will have excellent Customer Service skills and demonstrable experience within a similar role.
- You will have first class communication and interpersonal skills with a strength in written communication, with the ability to confidently deliver presentations and communicate at all levels.
- You will be personable and approachable:
- You must have the ability to multi-task and re-prioritise as needed.
At EMCOR UK, we embrace and celebrate diversity in all its forms. We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving.
We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices.
Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed.
Join us in building a better world at work.