Job Description
Overview
We are recruiting on behalf of our client, who is seeking a Commercial Customer Care Manager to oversee and lead their customer service team. This full-time, office-based position offers an excellent opportunity for a proactive individual dedicated to driving high standards of customer satisfaction and continuous improvement within the team. You will be the key liaison with senior management and other departments, ensuring effective communication and collaboration.
Key Responsibilities
- Team Management: Lead and support the customer service team, ensuring client queries are addressed within agreed timelines. Oversee administrative tasks such as attendance, meetings, and performance reviews.
- Customer Retention: Act as the escalation point for retention issues and threatened account cancellations, ensuring timely resolution.
- Workflow Management: Continuously improve customer service workflows to enhance efficiency without impacting other departments negatively.
- Reporting: Prepare weekly and monthly KPI reports for senior management, ensuring that all internal and external reports are timely and accurate.
- Collaboration: Serve as the primary point of contact for cross-departmental projects, ensuring smooth collaboration with other functions such as operations, sales, and finance.
- Escalation Management: Handle customer complaints escalations, ensuring they are resolved promptly and to the customer’s satisfaction.
- Training & Development: Identify training needs within the team and ensure staff are developed in line with industry requirements.
- Recruitment & Onboarding: Assist with the recruitment of new team members and oversee their onboarding and training process.
- Performance Management: Lead performance reviews and manage holiday requests to ensure adequate departmental coverage.
- Continuous Improvement: Regularly assess and implement improvements in customer service operations and cost management.
Core Competencies
- Leadership Experience: Minimum of 7 years’ management experience in a similar role.
- Communication Skills: Strong written and verbal communication abilities.
- Team Leadership: Proven track record of leading, motivating, and managing a customer service team to achieve targets and deliver exceptional service.
- Problem-Solving: Ability to resolve issues and handle escalations effectively, ensuring customer satisfaction.
- IT Skills: Proficient in using IT systems and tools to manage workflows and reporting.
- Attention to Detail: Strong analytical skills with a focus on continuous improvement and accuracy in reporting.
- Customer Focus: Demonstrated ability to meet and exceed customer expectations with a customer-centric approach.
- Organizational Skills: Ability to prioritize tasks and work under pressure to meet deadlines.
- Flexible Approach: Willingness to adapt to changing business needs and take a hands-on approach to management.
Qualifications
- A degree or relevant qualification is desirable but not essential.
- Experience in reporting, presentation, and data analysis.
- Proven ability to recruit, train, and manage a diverse team.
This is a permanent, full-time opportunity for an experienced professional to make a significant impact within a dynamic organization. If you possess the necessary skills and experience, we encourage you to apply.
