Customer Service Manager

Job Description

As a Customer Service Manager, you will lead and inspire the customer support team in Reading, ensuring that our customers receive top-notch service. You'll be responsible for developing strategies to enhance customer satisfaction and drive team performance, making a significant impact on our operations.

Responsibilities

• Oversee daily operations of the customer support team.
• Develop and implement training programs for new hires.
• Analyze customer feedback and implement changes based on insights.
• Facilitate team building activities to enhance morale.
• Report to senior management on team performance and areas of improvement.
• Ensure all customer interactions are documented appropriately.
• Manage budget and resources for the customer support department.

Requirements

Education

• Bachelor's degree in Management or related field
• Master's degree is beneficial

Experience

• 5+ years in customer service with experience in a leadership or managerial position

Technical Skills

• Microsoft Office Suite
• E-commerce Platforms

Soft Skills

• Conflict Resolution
• Time Management

Certifications

• Lean Six Sigma Certification
• Customer Service Management Certification

Languages

• English: Fluent

Advantageous

• Experience with multi-channel support: Familiar with handling customer inquiries across different channels, including phone, email, and chat.
• Knowledge of customer service trends: Stay updated on the latest trends in customer service for continuous improvement.

Benefits

• Comprehensive health benefits
• Employee wellness programmes
• Flexible working hours
• Training and development budgets
• Pension plan with employer contributions

Company Culture

• Employee Engagement: We prioritize employee engagement, ensuring everyone feels valued and heard.
• Progressive Work Culture: Our workplace is progressive, with a focus on continuous learning and development.
• Diversity and Inclusion: We celebrate diversity and foster an inclusive culture that welcomes everyone.