Customer Service Manager

Customer Service Manager
£30,000 – £40,000pa
Rainham, Essex


We have an amazing opportunity for someone to join our client to lead their Customer agenda.

This is a key role that will lead the way in defining the customer journey across their business, identifying key areas for improvement and implementing the changes to deliver a great experience for our customers.

You will be a true customer champion and will lead the process to develop and deliver the Customer strategy with key members of the leadership team.

You will define the way they communicate and engage with their customers to enhance their experience. You will develop the data they use to assess customer satisfaction and use this to continually improve their approach, ensuring the root cause of issues are identified and fixed.

You will be an experienced Customer Service leader, who has defined, created and consistently delivered a fantastic Customer Experience. You will have a creative mind-set proactively transforming customer challenges into positive solutions.

Key Accountabilities

Customer Strategy Leadership
• Define the customer experience strategy and implementation plan, embedding organisational, behavioral, system and process change across the organisation.

• Develop a customer centric mindset across the business.

• Work with the Marketing team to define the Customer journey for the company and the wider organisation ensuring that key performance measures are defined for each stage, monitor the performance on a daily, weekly and periodic basis to identify any areas for potential improvement and implement solutions to continually enhance the company’s customer experience.

• Create plans and lead the implementation for integrated customer engagement across all customer facing teams.

• To have a good knowledge of all divisions and activities throughout the group in order to create a cohesive customer experience.

Process Leadership
• Lead best practices to drive the development of customer culture/customer service experiences with effective policy and process frameworks and responsive service systems to best address customer needs and behaviors.

• Utilise best practise and data to create a seamless customer experience.

• Champion the customer and challenge the organisation to focus on removal of policies, processes, services and behavior that cause customer dissatisfaction.

• Define best practice service level agreements, targets and KPI’s and ensure that these are achieved consistently.

• Drive a continuous improvement culture across the organisation using customer insight to address causes of dissatisfaction.

• Identify and drive technology improvements that underpin the customer experience strategy and sponsor key initiatives taking accountability for the delivery of associated benefits.

• To act as the point of escalation for the most serious customer complaints providing advice and support on a case by case basis in order to address specific customer issues to a satisfactory conclusion

People Leadership
• Lead, inspire and develop the performance and potential of the Customer Experience team, setting clear objectives, allocating work appropriately, developing effective ways of working and ensuring that individuals and the team operate effectively.

• Continually review the skill set required from your team, and then use your own industry knowledge to either develop or source new skills / knowledge / resource where necessary, as this dynamic area continually develops and changes.

• To ensure that managers understand what is expected of them and can achieve the required standard of management capabilities, by regularly reviewing their progress, recognising individual and team achievement, reviewing targets and KPI’s, and motivating managers and staff to achieve them individually and as a team.

Market Leadership
• Keep abreast of market developments, new services, technology, competitor’s activity to ensure our approach to customers is market leading.

Budget Management
• To prepare and review budgets and forecasts in order to control operating costs of the customer experience function.

• Own the reporting and analytical insight relating to the performance of the Customer Experience department

Your Skills, Knowledge and Experience
• This is a role which requires a proven strategic thinking capability with a proven track record in delivering an exceptional Customer Experience.

• An expert on all aspects of the definition of customer experience strategies and journeys with a demonstrable track record of implementing transformational changes and delivering tangible benefits.

• An ability to think strategically and formulate clear strategy and plans but at the same time, we need this individual to be a “sleeves rolled up doer” who can deliver output themselves.

• Regular interaction at Executive / Board level within an organisation that is recognised for the quality of its customer experience.

• You will be fearless when it comes to customer advocacy, challenging the organisation to put the customer at the heart of its business and be able to illustrate how they have challenged the status quo and the improved customer outcomes achieved.

• Experienced leader with evidence of developing team members to their full potential.

• The ability to listen and to articulate issues confidently yet sensitively, influencing effectively throughout the organisation.

• You will know what best practice in a contact centre environment looks like and be able to implement these standards across the organisation.

• You will be data rational and able to illustrate the need for change based on logical arguments underpinned by solid analysis.

Your Strengths
• Natural inclination to deliver excellent customer service, championing the customers view every day.
• An effective and successful relationship builder at all levels.
• A visible leader, with high energy levels and a bias for action.
• A determination to drive and deliver outstanding results able to motivate others to do so.
• An outstanding team player that contributes in all areas of the business and has the ability to work collaboratively across functions.
• A compelling and engaging communicator.
• Thrive in a fast-paced, changing environment.
• Authentic Leader.
• A positive energy and the ability to find solutions.
• Ability to work at pace and deliver high quality results.
• Continuous improvement mindset, always spotting opportunities for how to do things better, simpler, faster.
• Innovative and creative approach.
• Strong analytical skills, and good judgement, enabling robust problem solving and decision making
• Excellent planning and organisational skills.
• Curious mind, constantly looking for new and innovative developments in the market.

08.30 – 17.00 Monday to Friday
Group basic healthcare scheme where you can recoup costs for things like eye tests and dental etc.
Pension is standard 3% employee (but will go up in April) and 3% employer
Holidays is 25 days plus bank holidays
On-site free parking

Job Summary

Job Title Customer Service Manager
Location Rainham,Essex
Job Type Permanent
Salary £40k
Last Updated 17/12/2018
Reference SF43322
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