A fast paced dynamic tech business in Farnham is seeking a Customer Service Manager to deliver and support a customer first ethos, leading a team to guide customers through a new digital transformation project.
Not just a people manager in a call centre; the Customer Service Manager will be comfortable with root cause analysis and preventing problems, good with data and reporting.
The team will be solutions focussed ensuring they meet each individual customer's needs in a responsive, empathetic and seamless way, while making life easy for the customer at every step.
- Working closely with all key departments in the Group and acting as overall manager and people leader for the "CS Hub" the Customer Service Manager will have responsibility for the development and transition of an Operative Support team to a Group wide, front-line customer-centric team that provides customers with consistent service and solutions to their needs.
- Work with department heads to ensure high standard of customer care and experience in multiple touch points and implement customer centric performance measures, acting on customer feedback.
- Train, recruit, develop customer service team to identify spot sales opportunities, increase renewals, drive up-sales.
Skills, knowledge & experience
At least 3 years' customer facing experience; a fully customer-focussed career history
Demonstrable understanding of sales process and sales cycle; you recognise when it can go wrong for customers and how to be better
Proven experience of customer service KPI reporting and analysis to identify opportunities for improvement and remove root cause issues
People focussed leader and coach
Experience in developing digital transformation projects
Benefits: 22 days holiday, increasing to 25 days, Pension scheme, Healthcare or Perkbox membership, Car Sharing Incentive or Cycle to Work Scheme, Childcare Vouchers, Support with professional studies
Hours of Work 8.30am – 5.30pm (Mon-Thurs); 8.30am – 5.00pm (Fri)