Future Recruitment Ltd

Customer Service Manager - Mailing Solutions

Location
Kent
Salary
Up to £45K (Depending on Experience)
Posted
06 Jul 2017
Closes
05 Aug 2017
Ref
DM984
Contact
Clare Devlin
Hours
Full Time
Contract Type
Permanent


Up to £45K (Depending on Experience) + Benefits & Bonus TBD

Our client is a postal management specialist with an award-winning reputation. They have various sites based throughout the UK and internationally and have the ability to cater for all their client needs. They offer international mailing, fulfilment, storage and distribution services to a worldwide client base. Whether the product is a parcel, package, newspaper, catalogue, letter or magazine, our client can provide cost effective solutions and 24/7 operations.

They are looking for an experienced Client Services Manager to lead the Customer Service Adviser Team ensuring that we provide excellent customer service to customers. Their goal is to increase customer satisfaction, loyalty and retention and resolve their questions and complaints. You will also Account Manage one of the key accounts in London, playing the lead role in day to day contact with this client to ensure client satisfaction.

Responsibilities:
  • Improve customer service experience, create engaged customers and facilitate organic growth through successful leadership of the Customer Services Advisor Team
  • Lead the team to take ownership of customers issues and follow problems through to resolution
  • Report, analyse and monitor incoming client activity data, take corrective actions and produce meaningful management information
  • Ensure service levels are achieved with strong focus on client management
  • Set clear business objectives, manage workflows, team resources and deadlines to ensure objectives are met and which supports the Advisors in delivery of excellent customer service
  • Work under own direction, initiate and generate activity
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Lead on the day to day management of one of the business' key accounts in London acting as the first point of call and ensuring the successful management of this key account


Requirements of the role:
  • Proven experience of leading a team, preferably a Customer Services Team. Able to think strategically and to lead with strong leadership qualities and the ability to inspire others
  • Demonstrable ability to communicate, present and influence credibly and effectively at all levels
  • Focuses on client's needs and sets high standards, monitors and maintains quality productivity
  • Solid experience with CRM software and MS Office
  • Experience in delivering client-focused solutions based on customer needs
  • Excellent listening, negotiation and presentation skills
  • Excellent verbal and written communications skills