Customer Service Manager

Job Type:
Job Sector:
Customer Service
South East
Hedge End
£30,000 to £30,000 per annum
Salary Description:
�30k per year
TalentSpa Recuitment
Job Ref:

Customer Service Manager

Location: Hedge End

Salary: up to �30,000 depending on experience

Hours: 9am - 5.30pm with 1 hour for lunch

Job type: Full Time

Purpose of the Customer Service Manager:

To lead the Customer Service Team and our Technical Support team that supports our resellers and merchants to ensure they get the best customer experience possible when provisioning services including online and face to face card as well as any follow-up 'in life' enquiries. This role will involve managing and improving process and taking ownership of new service requests working with our customers and our banking partners to ensure the smooth flow of information to deliver our services quickly, within customer deadlines and achieving internal and external KPI's and SLA's. We are looking for an individual that is passionate about delivering and exceeding customer expectations. The type of person we are looking for will have had previous experience working within a Customer Service team and managing people although this doesn't necessarily have to have been within a business that provided card payment services and has the desire and ambition to be successful and progress within our company as we continue to grow.

Responsibilities of the Customer Service Manager:

* Manage the team who are the first point of contact for new and existing resellers and merchants for customer service and technical queries.
* Do the escalation point for Managers and other team members seeking help and advice on specific requests from customers.
* Represent the department within the Management Team and the management meetings detailing performance, progress, focus and initiatives.
* Liaise with our resellers, merchants and colleagues internally to ensure we capture all the necessary information to process new service requests.
* Investigating and solving potentially complex customer challenges that have been passed on by your team, other parts of the business, our resellers or merchants.
* Be focused on driving process improvement and implementation ensuring the team activities are well documented and accurately followed to reduce the risk of human error.
* Identify training requirements and work with the rest of the business to ensure training requirements for the team
* Manage the team's individual personal development plans, seeking support from the wider business to support the fulfilment of their personal objectives.
* Perform regular 1-2-1's with direct reports to ensure their voices are effectively heard and we drive a culture of nurturing and support.
* Be active in driving change and evolution in our own internal management systems representing the Customer Service Team and their requirements to support the improvement of our customer experience.
* Guiding team members to ensure their work is in line with the expectations of the business and our customers.
* Communicating with customers on the phone as required providing updates and answering any queries that may arise.

Requirements of the Customer Service Manager:

* Passionate about delivering the best customer experience possible.
* Experience in managing a team, the ability to be an effective leader and someone your team can openly turn to for advice and assistance that knows how to be fair but always retains the respect of the team.
* Ability to take ownership of customer requests and work with colleagues and other departments to ensure we deliver upon our customers

Contact Details:
TalentSpa Recuitment
Tel: 0844 8700 926
Contact: .

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