Customer Service Manager

Aspire Cambridge

Aspire Cambridge are recruiting for a Customer Service Manager on behalf of our client in Royston, Hertfordshire.

You'll understand and satisfy customers’ requirements and exceed their expectations, thereby assisting in enhancing the customer experience and provide excellent customer service throughout the business.

You'll work closely with Web Fulfilment Manager/Coordinators.

Main responsibilities:
Business Development
  • Develop & implement customer service procedures, processes, systems, tools, policies and standards for the business and manage adherence to them.
  • Establish a fully integrated customer service proposition across the business
  • Meet with other managers to discuss possible improvements to customer service
  • Develop feedback or complaints procedures for customers to use
  • Ensure the best help and advice is provided to customers using the organisation’s products or services
  • Keep up to date with changes in the organisation’s products and services
  • Analyse statistics or other data to determine the level of customer service the organisation is providing & generate reports as required
  • Establish a customer service culture and quantifiable Key Performance Indicators
  • Develop internal call centre to agreed service levels and budget.
Customer Care
  • Ensure day to day customer queries and issues are resolved, whether by e-mail, phone, letter or face to face leading by example and providing a hands-on approach when required.
  • Ensure accurate records of discussions or correspondence with customers is kept.
  • Investigate and solve customers’ problems, which may be complex or long-standing problems that have been passed on by the customer service assistants
  • Ensure all after sales support is completed including order tracking and amending lead times.
  • Report customer issues to improve website content and customer experience
People Management
  • Manage a team of customer services ensuring all KPI’s are achieved.
  • Training staff to deliver a high standard of customer service & be multi-skilled.
  • Manage workload requirements with Head of Warehouse.
  • Recruit and manage additional peak resource for day to day issue management
  • Be involved in customer service recruitment and appraisals (Management level)
  • Adhere to all Health and Safety guidelines
  • Stepping in to cover Web Fulfilment Manager in their absence
Person Specification
  • Willing to learn
  • Strong communication, interpersonal and influencing skills
  • Customer focussed attitude
  • Positive, ‘can do’ attitude
  • Pro-active and constructive in approach to identifying and delivering solutions
  • Professional at all times and able to build strong, effective and credible relationships with people at all levels and across the business
  • Good planning and time management skills
  • Well organised, ability to use initiative, and thorough in task completion
  • Excellent communication and interpersonal skills – someone who knows how and when to communicate effectively and relate well to all levels, with confidence.
  • Someone who is flexible and adaptable – able to deal with a variety of matters and is willing to try new approaches and systems (welcoming of change as a challenge and improvement).
  • Ability to challenge current practices to encourage and share best practice and actively suggest ideas for improvements
  • Willing to adhere to a flexible working schedule to meet business needs.
  • High level of Customer service skills on phone and email
Start: ASAP
Location: Royston, Hertfordshire
Hours: Full Time
Salary: £competitive

If you are interested in this position, feel you have the relevant experience and skills and would like to apply, please call our team on 01223 855440 or apply online.

Whilst we’d love to get back to every applicant, it is not always possible, so if you haven’t heard from us within 3-5 days, please note that your application has not been successful on this occasion.

Aspire Cambridge is acting as an Employment Agency in regards to this Permanent opportunity.