Job Title: Customer Service Manager
Wage: £30,000.00 per year
Working Hours: 40 per week
Duties include:
- Decrease the need for clients and other internal stakeholders to contact the operations team;
- Make business easily scalable, less dependent on variable costs and execution;
- Working within the operations team to evaluate and improve operational processes from a client service perspective;
- Provide a proactive roadmap on external and internal customer service improvements;
- Collaborate with cross-functional teams, such as marketing, sales, technical and product development, to understand customer experience and goals;
- Strategy developments - develop strategic vision for enhancing client operational experience, review current use of SLAs, internal quality measures and understand KPIs for the processes to improve customer service levels;
- Understand process customer touchpoints and decrease the need to interact with the company, facilitate client self-service and easy scaling;
- Support introduction of technology solutions to ease the service and improve performance;
- Ensure that proper controls are in place to ensure compliance and regulatory requirements for the client communication;
- Suggest and validate crisis management actions and business continuity communication and activities;
- Improve knowledge management - standardized and pre-validated topics, business operations team info to other internal teams;
- Ensuring the voice of our customer is heard across our business to support key decision making;
- Handling and resolving complex customer complaints;
- Setting and meeting performance targets and carrying out periodic appraisals;
- Training and supporting Team Leaders who are responsible for Customer services advisors;
- Tracking user feedback, key performance indices, and other statistics;
- Preparing reports and making presentations to senior management and other stakeholders.
Person specification:
- Proven experience in a customer service management role, preferably in the VOIP/Telecomm industry.
- Strong leadership and people management skills, with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills to effectively engage with customers and internal stakeholders in written and verbal.
- Strategic thinker with the ability to develop and implement customer service strategies.
- Problem-solving skills and the ability to handle escalated customer issues with professionalism.
- Familiarity with CRM software and customer service platforms.
- Proficiency in MS Office Word and Excel.
- Good knowledge and interest in technology and digital commerce.
- Ability to multi-task and work under pressure, thinking creatively and 'outside of the box'.
- Experience in coaching and developing others.