Job Summary
We are seeking a dedicated and experienced Customer Service Manager to lead our customer service team. The successful candidate will be responsible for ensuring exceptional service delivery, managing customer interactions, and driving improvements in customer satisfaction. This role requires strong leadership skills, the ability to analyse performance metrics, and effective communication abilities in English, with multilingual capabilities being a significant advantage.
Duties
- Oversee daily operations of the customer service department, ensuring high-quality service standards are met.
- Manage and supervise a team of customer service representatives, providing guidance and support to enhance their performance.
- Analyse customer feedback and service metrics to identify areas for improvement and implement effective solutions.
- Develop training programmes for staff to improve their skills in communication and problem-solving.
- Foster a positive team environment that encourages collaboration and high morale among team members.
- Handle escalated customer complaints or issues with professionalism and efficiency.
- Collaborate with other departments to ensure seamless service delivery across the organisation.
- Prepare regular reports on team performance and customer satisfaction levels for senior management.
Requirements
- Proven experience in a customer service management role or similar supervisory position.
- Strong leadership skills with the ability to motivate and manage a diverse team.
- Excellent communication skills in English; proficiency in Spanish or other languages is highly desirable.
- Ability to analyse data effectively to drive decision-making processes.
- Demonstrated ability to manage multiple tasks while maintaining attention to detail.
- Proficient in using customer service software and tools.
- A commitment to delivering exceptional customer experiences and fostering a culture of continuous improvement.
Job Types: Full-time, Permanent
Pay: £38,900.00 per year
Additional pay:
Benefits:
- Casual dress
- Company pension
- Employee discount
- On-site parking
- Relocation assistance
- UK visa sponsorship
- Work from home
Schedule:
Experience:
- Customer service: 3 years (required)
- Team management: 3 years (required)
Work Location: In person
Application deadline: 25/11/2024
Reference ID: DIAMONDS2024
Expected start date: 18/11/2024
