Customer Service Manager
Salary circa £27k dependent on skills and experience + Benefits
Full time – Monday to Friday
Office based Swinton S64
Benefits:
- Casual dress
- Company events
- Company pension
- Discounted or free food
- On-site parking
- Sick pay
Nicky Story Holdings (part of Supplies for Candles) is the holding company for a fast-growing group of online, market leading, retail and wholesale businesses primarily involved in the Home Lifestyle and Personal Care Sectors.
Due to expansion, we are now looking for an enthusiastic and experienced Customer Service Manager to contribute to our growing customer base. You will be responsible for managing a customer service team of 2, responding to all customer queries, closing and generating sales deals over the phone and maintaining good customer relationships. You will also work closely with other departments in particular the distribution team.
You must be comfortable presenting products or services over the phone as well as dealing with complaints and queries.
The goal as a Customer Service Manager is to help the company grow by providing outstanding customer service.
Responsibilities but not limited to:-
- Training, supervising and leading staff to deliver a high standard of customer service
- Providing help to customers using the organisation's products or services
- Communicate courteously with customers by telephone, email, letter and face-to-face
- Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants
- Issue refunds or compensation to customers
- Keep accurate records of discussions or correspondence with customers
- Analyse statistics or other data to determine the level of customer service the organisation is providing
- Produce written information for customers, involving the use of computer packages and software
- Write reports analysing the customer service the organisation provides
- Developing feedback or complaints procedures for customers to use
- Improve customer service procedures, policies and standards for the organisation/department
- Meet with other managers to discuss possible improvements to customer service
- Involvement in staff recruitment and appraisals
- Learn about your organisation's products or services and keep up to date with changes
- Develop a solid and trusting relationship between major key accounts and the company
- Develop a complete understanding of key accounts and their needs/queries
- Anticipate key account changes and improvements
- Manage communication between key clients and internal teams
- Collaborate with the business and team to maximize profit by up-selling or cross-selling
- Plan and present reports on account progress/goals to share with team members and the wider business
- Analyse client data to provide customer relationship management
- Expand relationships and bring in new clients
Requirements
- Proven experience (min 3 years) in a customer service manager role
- Proven track record of successfully meeting targets
- Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems
- Ability to learn about products and services and describe/explain them to prospects
- Excellent communication and interpersonal skills
- Even-tempered and able to handle rejection
- Outstanding negotiation skills with the ability to resolve issues and address complaints
Interested in this Customer Service Manager role? Please send your cv by return.
INDLS