Customer Care Manager

Recruiter
SIMPLIFIED RECRUITMENT
Location
Hemel Hempstead
Salary
£28,000 per annum
Posted
13 May 2019
Closes
20 May 2019
Customer Care Manager Salary: £28,000 - £33,600 with competitive benefits and bonus Location: Hemel Hempstead Hours: 8.30-5.00 Contract type: Permanent A bit about our client: An exciting opportunity to join their Customer Care team as a Customer Care Manager. They are a family business that has grown into the UK’s leading Appliance Installation Distributor. You will manage their Customer Care team to provide an excellent and professional service to their customers when handling any post installation or delivery defects or queries. Ensuring your team are engaged and highly motivated to deliver a great customer experience. What you’ll do: Key areas of responsibility will be: • Management of the internal Customer Care team, duties include: - Training and development of the current team as well any new starters. - Recruitment of new team members. - Regular appraising of the team. - Implement and measure relevant KPI’s for the team to ensure they perform to the highest standards possible. • Responsible for all systems and processes carried out by Customer Care ensuring they are carried out effectively by all. This includes: - In-house Customer Care system - logging all defects reported into the business. - Sales Order tracker - for processing quick solutions when issues arise. - In-house Scheduling system - planning efficient days for their dedicated customer care installers whilst meeting customer deadlines. - Internal Process documentation - to document how common scenarios should be handled. • Responsible for ensuring their Customer Care team provide excellent service to both their customers and colleagues. Building excellent working relationships with their Customers as well as the respective internal Project and/ or Sales Manager. • Act as a point of escalation for both the team and their customers to ensure any issues are handled in a professional yet efficient manner. • Represent the Customer Care team in various management and process improvement forums championing best practice and business improvement. Who you’ll be: Their values are integral to how they operate; it is the reason for their success and their culture. To flourish here, you will naturally display their values; Helpful, Ethical and Innovative. The ideal candidate will: • Love working with people and delivering through others to achieve tight deadlines. • Be an excellent communicator in both spoken and written form. • Experience of motivating a team and building engagement. • Does not shy away from confrontation or pressurised environments but always handles them in a calm and professional manner, prioritising requests efficiently. • Have strong organizational skills to balance various requirements of the role whilst ensuring colleagues are working to support your overall goals. • Have a natural desire to give a brilliant customer service and works tirelessly to achieve it. • Uses initiative at all times to ensure people and processes are continuously improved. • Good geographical knowledge to be able to oversee the scheduling of their customer care installers within their operating area. • IT literate, comfortable using Microsoft Office, ability to quickly pick up new systems and processes. • Ideal candidate will have previous management experience in a customer service role - ideally within the construction or distribution industry. • Minimum of A-C’s GCSE Maths and English What you’ll get: They offer a competitive salary and benefits package which includes: • 26 days holiday • Health care • Pension • Free parking • Regular staff events • Charity Day • Employee Retail Discount Scheme • Length of service vouchers • Flexible working • Cycle to work • Child Care Vouchers Please apply online with your CV and covering letter. Please check your email for confirmation that your application for this Customer Care Manager role has been received and to follow further instructions if applicable. Simplified Recruitment is a Job Advertising Agency working on behalf of a client. By applying for this position you are giving us permission to pass your CV and covering letter to a third party in relation to recruitment. A full copy of our privacy policy can be viewed on our website. Ref: SR505269

Similar jobs

Similar jobs