Job Description

Hours: 35 hours per week. Monday to Friday, 9am - 5pm.

We are looking to recruit a Customer Services Manager to manage, support and guide the Customer Services Team. Focusing on delivering a first class customer experience this role will track and measure performance and coach teams to achieve optimum performance levels.

This role would be suited to someone who has had previous experience of working in a Customer Focused Management position.

To give you an idea a typical day will include:·

• Delivering a first class customer experience to all customers
• Developing a culture of continual improvement amongst all functions.
• Developing and overseeing training and development programmes for all team members
• Line managing all team members in accordance with company values
• Manage resource to achieve a customer abandon rate of under 5%
• Tracking and measure departmental and individual performance
• Championing a culture of cross functional working and provide support to other departmental managers.
• Working with the Head of Customer Experience to review and develop more efficient and effective systems of work.
• Managing the web development and sales process for the personal Alarms website.
• Maintaining Customer Services procedures to ensure ISO 9001 compliance
• Responsible for ensuring all written communication with customers is maintained.

We will offer our Customer Services Manager fantastic benefits including:

• 26 days holiday plus bank holidays, opportunity to purchase an additional working week’s holiday per year and your birthday off!
• Contributory pension plan
• Life Insurance
• Medical Insurance Lite
• Employee Assistance Programme
• Enhanced Paternity and Maternity Packages
• Free Personal Alarm
• 360+ Health Assessments
• Long Service Awards
• Cycle to Work Scheme
• Discount Scheme

The role will be subject to a Basic DBS Check.

Required Knowledge, Skills, and Abilities

• Previous experience of line management in a Customer focused environment
• Motivated and Enthusiastic about providing a first class Customer Experience
• Solutions focused with the ability to solve problems in an effective collaborative way
• The ability to lead, train and coach employees
• Excellent organizational and interpersonal skills