If the following job requirements and experience match your skills, please ensure you apply promptly.Customer Service Manager / Head of Customer Services
Daventry | £50k£60k | Hybrid | Permanent
Pimlico Banks Recruitment are working with an established business in Daventry looking for an experienced Customer Service Manager / Customer Services Manager to lead and further develop its customer service function.
You’ll take responsibility for an established customer service and sales administration team, with a wider remit covering customer experience, CRM systems and continuous improvement.
The role would suit an experienced Customer Service Manager looking for more responsibility and the opportunity to progress towards a broader Head of Customer Services remit.
The RoleYou’ll be responsible for the team, customer service performance and the continued development of the function.
Key responsibilities include:
Leading, supporting and developing the customer service and sales administration team
Maintaining and improving customer service standards and performance
Developing customer service processes and ways of working
Managing customer enquiries across phone, email and digital channels
Handling escalations and more complex customer issues
Using root cause analysis to reduce recurring complaints and service issues
Monitoring KPIs, SLAs, response times and customer satisfaction
Developing and improving CRM usage, workflows, data quality and reporting
Working closely with Sales, Operations and Finance
Using customer feedback and service data to identify improvements
Reporting on customer service performance to senior management
Supporting the development of consistent customer service standards across the wider xwwtmva group
About YouWe’re looking for someone with strong experience leading a B2B customer service function.
You’ll need:
Experience managing and developing a customer service team
Strong CRM experience Microsoft Dynamics, Salesforce or similar
A track record of improving customer service processes and performance
Experience working with KPIs, SLAs and customer satisfaction measures
Confidence handling escalations and complex
Please click on the apply button to read the full job description
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