A dynamic and experienced Customer Service Manager is sought to join a thriving business based in Nottingham. This key role will shape and deliver high-quality customer service experiences, contributing significantly to the organisation's success.

Responsibilities:

• Develop and implement effective customer service strategies and processes to ensure high levels of customer satisfaction.
• Lead, motivate, and manage a customer service team, setting clear performance expectations and providing regular feedback.
• Collaborate with cross-functional teams to address customer issues and improve service delivery.
• Monitor and analyse customer service performance metrics, identifying areas for improvement and implementing corrective actions.
• Ensure compliance with industry standards, KPIs, and best practices in customer service.
• Provide training and development opportunities for the customer service team, fostering a culture of continuous improvement.
• Act as a point of escalation for customer issues, resolving complex problems and ensuring customer satisfaction.
• Communicate regularly with internal stakeholders to provide insights into customer feedback and trends.

Technical Specification:

• The ideal candidate will have proven knowledge and understanding of relevant industry standards and KPIs aligned with the delivery of top-notch customer service.
• They should possess experience in or a willingness to understand training in Advanced Customer Services, ITIL Methodology, and Customer Service Delivery practices, including incident and escalation management.
• Ideally, candidates will have previous experience working within the IT Solutions industry.

Personal Specification:

• The successful candidate will showcase strong, proven management, supervisory, and leadership experience in a Customer Service environment, with the ability to lead and inspire others.
• They must be flexible and capable of working outside of core office hours when business needs require.
• The candidate should exhibit excellent organisational and time management skills, with the ability to work efficiently to meet tight deadlines, especially in the context of continued company growth.
• They will have the ability to set the tone for the team by establishing standards, expectations, conduct, and behaviours through modelling and leadership.
• The ideal candidate will possess exceptional verbal and written communication skills, with the ability to persuade, influence, negotiate, and quickly establish effective working relationships.
• They should demonstrate the ability to identify problems, provide solutions, and implement the most appropriate actions.

If you are interested in this position then apply now with an update CV and someone will be in touch.

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