Customer Service Sales Manager
Posted 28/06/2024 by Mainstay Recruitment Solutions Ltd
Role: Customer Service Sales Manager
Location: Walsall
Salary: £31,000 - £35,000 depending on experience
Hours: 08:00 - 16:30 / 09:00 - 17:30 Rotating
An exciting opportunity has arisen as we continue to expand and develop, for a Customer Service Manager. You will be joining a fast-paced environment with a thriving and rapidly expanding business.
You will be required to lead, motivate and focus the Customer Service Team to achieve optimum performance should come as a second nature to you. You are required to have excellent communication, engagement and development of people skills supported by your exceptional attention to detail with a high degree of accuracy. Within the company, you are required to liaise with internal departments such as Purchasing & Warehouse. You will assist to deal with third parties, including couriers and manufacturers to ensure we provide our customers with the best possible service.
Key Duties will include:
Package
Location: Walsall
Salary: £31,000 - £35,000 depending on experience
Hours: 08:00 - 16:30 / 09:00 - 17:30 Rotating
An exciting opportunity has arisen as we continue to expand and develop, for a Customer Service Manager. You will be joining a fast-paced environment with a thriving and rapidly expanding business.
You will be required to lead, motivate and focus the Customer Service Team to achieve optimum performance should come as a second nature to you. You are required to have excellent communication, engagement and development of people skills supported by your exceptional attention to detail with a high degree of accuracy. Within the company, you are required to liaise with internal departments such as Purchasing & Warehouse. You will assist to deal with third parties, including couriers and manufacturers to ensure we provide our customers with the best possible service.
Key Duties will include:
- Lead and motivate the customer service team to achieve optimal performance levels
- Ensure daily KPIs and SLA targets are met consistently while delivering high-quality service
- Handle customer queries via various channels such as chat, email, and phone
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
- Build rapport with customers by providing accurate guidance
- Address return queries effectively and seek sales retention opportunities
- Engage in sales prospecting for new business opportunities
- Maximize sales opportunities through in-depth product knowledge and commercial acumen
- Develop product knowledge
- Previous experience in customer service management or a related field is essential
- Demonstrated leadership skills with the ability to supervise and communicate effectively
- Strong analytical skills to manage data and make informed decisions
- Leadership abilities to inspire and guide the team towards success
- Strong communication skills to effectively manage customer inquiries and interaction
- Ability to analyse data and make strategic decisions for improving customer service processes
- Clear verbal and written communication skills
- Excellent organisational and planning skills
- Must be highly organised, methodical and have excellent attention to detail
- Proven experience in troubleshooting and multi-tasking abilities
- Excellent interpersonal skills and able to work with a wide variety of contacts
- Ability to work under pressure with competing demands, often to tight deadlines
Package
- Full-Time Employment – Permanent – Office Based
- £32,000 to £35,000 depending on experience
- Primarily Monday to Friday, rotating shift pattern 08:00 to 16:30/09:00 to 17:30 – a minimum expectancy of 40 hours per week. Additional hours available, including weekends when necessary to meet operational requirements
- Reports to Head of Operations
- On-site parking, company pensions scheme and employee discount.
- Bonus scheme
- 22 days holiday plus bank holidays
- Type:
- Permanent
- Start Date:
- 27/06/2024
- Contract Length:
- N/A
- Contact Name:
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- Telephone:
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- Job Reference:
- V-33562
- Job ID:
- 221916384
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