Customer Service Manager
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Soft Services
Operations
M&E
Facilities Management (main)
Customer Service Manager
Coulsdon
Mon-Fri - 09:00-17:00
£35,000 + £5,000 car allowance!
We are currently looking for an experienced Customer Service Manager to lead a team of 4-6 admin staff, working for one of the countries top industrial cleaning and waste management providers at their head office in Coulsdon.
The Customer Service Manager is responsible for leading a team of people in ensuring that all jobs are correctly captured and logged onto the CRM system. The position also ensures that customer queries and enquiries are handled correctly and that where needed appropriate costs and quotations are provided to generate business opportunities to new and existing customers.
Key Responsibilities:
- Manage the CS Team and evaluate performance against key performance targets
- Ensure customer service is timely and that enquiries are dealt with appropriately
- Recruit, train and support help desk representatives to the required competency levels
- Performance manage the team to include reviews, probation and disciplinary meetings
- Provide customers with accurate quotations based on company approved rate cards
- Improve customer support by actively responding to queries and handling complaints
- Ensure that all customer data is correctly captured on the system to enable correct billing
- Work closely with Finance on billing and invoicing enquiries to resolve queries/complaints
- Supply customers with specific solutions and specialist advice on new business options
- Liaise with the Sales Team with regards to new customer requirements and enquiries
- Check that all jobs are correctly provided to the planner
- Monitor ongoing works and request uplifts and obtain PO's to reflect charge rates
- Ensure all new customers data is set up correctly on the CRM system
- Establish best practices through the entire technical support process
- Follow up with customers to identify areas of improvement and recommend solutions
- Develop daily, weekly and monthly reports on help desk team's productivity
- Work closely with operations to ensure customer service requirements are fulfilled
Skills/Experience:
Minimum of 3 years' experience in a Customer Service Management role
Experience of working and managing, in the facilities management sectors
Ability to establish and maintain good client relationships, both internally and externally
Previous experience of managing a customer service/helpdesk team
Good working knowledge of CRM systems in previous roles
Strong technical skills in working with CAFM systems and producing dashboards
Excellent communication skills (verbal and written)
Ability to develop effective working relationships across all levels of management and staff
Highly customer focused and always looking to deliver a high quality of service for clients
Good attention to detail and ability to spot issues with data and recommend solutions
Capable of delegating duties and tasks to other staff and embedding learning
Ability to deliver quality results under pressure and prioritise work
- Competence in Microsoft Office products especially Outlook, Word and Excel
- Calm, confident manner and the ability to handle and resolve customer complaints
- Excellent time management skills and ability to prioritise a demanding workload
- Ability to hold employee and client information in the strictest confidence
Benefits:
- £35,000 per year
- £5,000 car allowance
- Mon-Fri Role
- 22 days annual leave + 8 days bank holidays
- Workplace pension contribution
- Health cash plan
- Life assurance plan
If you or someone you know would be interested in this role as a Customer Service Manager, Apply directly or email me on josh @ hvac recruitment . com or alternatively call us on 0 2 0 8 0 92 65 0 0 and ask for Josh!
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