Job Overview

Apply now An opportunity has arisen for a Customer Services Manager based at our Head Office in East London. You will be responsible for the day to day management of the customer service department. Providing direction to the supervisors and their teams to ensure an excellent standard of service is provided and maintained at all times. You will be managing a team of 13 Customer Service Advisors and reporting to the Head of Department. The ideal candidate will have excellent communication and interpersonal skills. Experience managing a team is essential as well as great Customer Service focus and a passion for great service delivery. Key Responsibilities: Develop and implement customer service policies and proceduresDefine and communicate customer service standardsReview and assess customer service contractsImplement and oversee the achievement and maintenance of agreed customer service levels and standardsDirect the daily operations of the customer service teamPlan, prioritise and delegate work tasks to ensure smooth running of the departmentEnsure the necessary resources and tools are available for quality customer service deliveryManaging customer complaint processTracking customer complaint resolution as well as looking for trends to allow for prevention of customer complaintsHandle complex and escalated customer service issuesMonitor accuracy of reporting and data base informationAnalyse relevant data to determine customer service outputsIdentify and implement strategies to improve quality of service, productivity and profitabilityLiaise with senior management to support and implement growth strategiesCo-ordinate and manage customer service projects and initiativesEnsure budget requirements are metEvaluate and performance manage staffIdentifying and facilitating development of staffConducting investigations, disciplinary and grievance meetings EDUCATION AND EXPERIENCE Relevant degree or equivalent educatedCustomer service experienceManagerial/supervisory experienceA proven track record of an In-depth knowledge of customer service principles and practicesProficiency in CRM systemsProficiency in MS Office applicationsExcellent product and services knowledge KEY COMPETENCIES Problem analysis and problem-solving skillsDecision-makingExcellent time management skillsWork well under pressureFlexibility and adaptabilityExcellent presentation skillsAbility to forecast and identify trends Starting Salary is dependent on skills and experience Bywaters is an equal opportunities employer

Key Requirements

Customer Services Data Management Skills Reporting CRM databases