Customer Service Manager

Summary

To manage all Customer Service activities and staff ensuring departmental functions are completed efficiently and in line with set KPIs with a focus on continued improvement, while ensuring the Customer Service department is optimising customer satisfaction in delivering first time solutions in the field coordinating all activities and resources to achieve this giving our products lifetime value at the best quality and total lowest cost.

To provide leadership and guidance to the Customer Service team, maintaining focus on the company’s strategic goals, and work internally and externally to build strong relationships with VES clients through leading successful resolution of warranty issues.

To build strong working relationships between Customer Service department and other VES departments, focusing on improved communication through customer service project lifecycles.

 

Salary

£25,000 - £37,000

Description

Role and responsibilities:

  • Ensure the efficient day to day management of the Customer Service department, ensuring all staff are operating to company process and performing within department KPIs, managing and issues in performance with the company HR guidelines.
  • To promote a safe working culture ensuring staff are safe and adhere to health and safety policies and customer directives while in the field.
  • Improve the Customer Service procedures, processes and policies in support of organisational goals to maximise effective, efficient, profitable outputs. Specifically, support better management reporting, information flow and management, business process and resource planning.
  • Promote feedback to customers and the business through detailed technically accurate reporting and DORs to prevent reoccurring faults.
  • Be actively involved in resource planning to ensure effective utilisation of resources and sub-contractors to deliver first time solutions at the lowest total cost.
  • Coordinate, manage and monitor the workings of your team of responsibility to ensure all daily activities are completed above satisfactory levels, always looking to improve and develop.
  • Build relationships with internal department heads, core suppliers and customers to facilitate and deliver effective solutions.
  • Ensure all client communication is managed effectively to manage client's expectation and customer satisfaction.  
  • Ensure structured and planned training and development for self and team to maintain and maximise skill levels, flexibility, absence cover, etc. Provide timely and constructive feedback on the effectiveness of training and make suggestions for future improvements.
  • Ensure achievement of personnel related targets as set out. Provide strong leadership, direction and mentoring, thereby fostering and sustaining co-operation and team spirit. 
  • Deliver regular team briefings ensuring all staff are clear on operational plans, performance and priorities identifying areas for improvement. Encourage a culture of continuous improvement and teamwork encouraging team members to raise new ideas.
  • Strategic input and organisational leadership - Communicate with top level management. Assist in the development of strategic plans for operational activity at management level. Implement and manage operational plans linked to business objectives and future sustainable growth. 
  • Any other duties deemed appropriate by your leadership team.
  • Ensure compliance with all company rules, procedures and departmental work instructions, processes, and systems.
  • Ensure accurate communication with all relevant departments on any factors which will impact on delivery and quality to our clients. 
  • Complete monthly 1-2-1s with and Bi- annual InVESt conversations with all staff.
  • Complete monthly monahans and staff bonus structure.
  • Support with all new recruitment and training. 
  • Any other duties deemed appropriate by your Line Manager or Director.

If you think you have the skills and experience required for this role, please forward your CV and covering letter, together with why you have applied, what you can bring to the role and your current salary package to applynow@ves.co.uk.