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  1. Customer Service Manager

    London E | £20000 - £21000 per annum | From eRecruit Solutions

    A Customer Service Manager is sought to join this National independent Facilities Management Company. The purpose of this role is to develop customer relationships across a portfolio of existing... contracts ensuring outstanding service delivery and excellent customer service. TITLE: Customer Service Manager LOCATION: London SALARY: 20k - 21k per annum The ideal Customer Service Manager will possess: -Experience in customer relationships -Service delivery knowledge in a business to business environment -Fluent English, both written and verbal -Presentable and smart appearance -Fully conversant with IT packages - Outlook, Excel, Word, PowerPoint To succeed in this role as a Customer Service Manager you will be expected to: -Manage the supervisors and teams on site...

  2. Customer Service Manager

    Nottingham | £20000 - £22000 per annum + Commision OTE £28k | From Principal People

    Customer Service and Sales Support Manager required to join a market leader in the supply of auto-parts, components and equipment to the automotive industry covering the North East of England (M1/... the Customer Service and Sales Support Manager you will be based from home covering the North East and East of England. Your key day to day duties will include but not limit to; equipment ... Support Manager you will have proven sales and customer service skills, be presentable and self-motivated and be technologically minded for minor tech repairs. (Full training will be given) Salary for the Customer Service and Sales Support Manager is paying £22k + Commissions (OTE £28k) + Vehicle and we are looking for the suitable candidate to start ASAP. Please send your CV in to apply...

  3. Customer Service Manager

    Hemel Hempstead | £26000 - £30000 per annum | From Page Personnel Logistics

    Summary The Logistics Distribution and Supply Chain Team of Page Personnel are currently recruiting for a Customer Service Manager in Hemel Hempstead. In this role you will control and manage... all aspects of Customer Service, including administration, to a high standard through a team of support staff and work closely with all other departmental Managers Client Details Our client are a National wholesale distributor. Description In the role of Customer Service Manager you will be responsible for the following: Build and develop an effective customer service team ... and meetings, including offsite, as requested. Profile We are seeking candidates who have worked as a Customer Service Manager or Supervisor with a Logistics Operation. Job Offer A competitive...

  4. Customer Services Manager

    Berkhamsted | £42,000 per annum | From Ashridge Business School

    IS&T Customer Services Manager The IS&T Department is responsible for our IT infrastructure, for ensuring full benefits realisation of existing systems and for identifying ways to support... the continued growth and quality of the services we offer. The purpose of this role is to manage the operational team, coordinating activities to ensure maximum customer satisfaction in relation to all IT and Audio Visual issues, whilst providing excellent customer service and instilling these skills in others. As the Customer Services Manager you will improve the customer service quality results by evaluating and redesigning processes. You will determine the customer service requirements by maintaining regular contact with customers, conducting surveys, forming focus groups...

  5. CUSTOMER SERVICES MANAGER

    Newark | Very Competitive Salary and Benefits | From Tuffnells Parcels Express Limited

    THE FOLLOWING OPPORTUNITY HAS BECOME AVAILABLE CUSTOMER SERVICES MANAGER NEWARK DEPOT About the Job Ensure that customers consignments are pro-actively monitored daily by the Customer... Service Advisors using the appropriate failed delivery reports. Be able to maintain the smooth and efficient running of the Customer Service and Administration departments including dealing with queries from customers and other depots. Ensure that customers consignments are pro-actively monitored daily by the Customer Service Advisors using the appropriate failed delivery reports ... Customer Service Advisors and Administration Clerks with regards to company standards and procedures. Design, implement and control daily and weekly workplans for each of the Customer Service...

  6. Customer Service Manager

    Dover | - £22k | From National Express

    Giving customers the best possible experience is at the heart of our philosophy, here at National Express. As Customer Service Manager, you'll play a vital role in making us their number one choice... by providing outstanding customer service. Reporting to the General Manager, you'll lead your team, providing coaching, development and inspiration. The goal? To create a safe and secure coach station where customers get excellent service. You'll act as a role model, championing safety, leading training sessions and encouraging your team to use their initiative. You'll also be responsible for ... excellent customer service and site safety. You'll have previous experience in customer service, facility management and team leadership, plus the ability to meet targets. What's more, you're IT-literate...

  7. Customer Services Manager

    Bracknell | £45000.00 - £55000.00 per annum | From Nicoll Curtin

    Customer Services Manager - IT service delivery. Customer Services Manager to come work for a privately owned, global leading technology solutions provider. Purpose of the role To... assist the Head of Customer Services in the running of the designated Customer Portfolio to ensure sustained Customer Satisfaction, Revenue and profit, at geographic or customer specific level The role of CSM (customer services manager) is to provide leadership to their team, to meet business objectives, delivering high quality and responsive service. Success in this role will be demonstrated through being a positive and active team player in the Customer Services Management Team, assisting the Head of Customer Services to deliver the business objectives. The role requires the ability to...

  8. Customer Service Manager

    Guildford | £32000 - £38000 per annum + benefits | From Appoint Recruitment

    Customer Service Manager Do you want to work for a well known international eyewear/ sunwear manufacturer and distributor in central Guildford? Many well known brands - this company is known for... quality, innovation and high levels of service. As Customer Service Manager you will report to the Country Manager and be part of the management team and will maintain internal and external ... . Responsibilities:- Responsible for oversee the achievement and maintenance of agreed Customer Service levels and standards Responsible for Continuous coverage of the Customer Service desk Responsible ... applicable Manage the Customer Service support to DM and Reps Manage the Samples Release and Recall process of the Commercial team in close collaboration with the Financial Controller Challenge...

  9. Customer Service Manager

    Croydon, Surrey | £10.50 - £15.50 per hour | From Blue Arrow - Croydon

    Our client in Croydon is looking for a Customer Service Manager until the end of the year. Responsibilities:- - Monitor all aspects of Customer Service, Performance, increasing customer... satisfaction, improving operating efficiency, Reducing waste, Maximising margins. - Manage compliance and report against KPI's - Manage customer service team and provide excellent customer service ... complex queries when necessary - Effectively manage costs - Assist in shaping and developing the customer service team - Negotiate with and influence customers, clients and internal stakeholders ... has been to work in partnership with our clients and candidates to secure long-term relationships. This job was originally posted as www.totaljobs.com/JobSeeking/Customer-Service...

  10. Customer Services Manager

    Isleworth | £23000 - £25000 per annum | From Page Personnel Secretarial & Business Support

    Summary Our client is looking for a Customer Services Manager for their offices in West London. Client Details Our client trades in the wholesale of food/beverage and has been established... businesses throughout London and the Home Counties. Description This Customer Services Manager position will include the following duties: Management of 7/8 people Monitoring of the quality of calls ... managerial experience within Customer Services, have outstanding telephone manner and strong communication skills, ideally have worked in the FMCG industry, be highly organised and flexible. Job Offer This Customer Service Manager role is based in West London. This is a permanent position paying up to £25k. This job was originally posted as www.totaljobs.com/JobSeeking/Customer-Services...

Customer service managers ensure that the organisation they work for satisfies its customers' needs. They may work at various levels, from head office to the front end of the business. The main aim of a customer service manager is to provide excellent customer service. Possible roles vary widely and job titles in customer services management include customer care manager, corporate services manager, customer relationship manager and customer operations manager. In each of these roles, customer service managers are expected to understand and satisfy their customers' requirements and exceed their expectations if possible.

Who can I work for?

Retail firms, such as supermarkets, department stores and online retailers; leisure and tourism organisations, such as tour operators and airlines; educational institutions; health services providers; local government; banks and building societies; insurance companies; utilities organisations, such as gas, electricity and water companies; telecommunications organisations; transport and logistics firms.

Where and when can I work?

There are opportunities to work all over the UK. Visits are usually local, so you can return to work or home the same day, but you may occasionally have to travel long distances throughout the UK and this might involve overnight stays. Some organisations have relocated their call centre provision overseas. So there may be opportunities for UK customer service managers to work overseas in either permanent or temporary positions. Work is usually carried out from an office, or from a customer services desk in a public area, such as a shop or a train station. Working hours vary according to the type of organisation. Head office managers may work 9 to 5, while those in call centres or retail stores may need to work shifts, including evenings and weekends. Self-employment is not common in this area of work. Some organisations employ customer service managers on a part-time basis, where the nature of the organisation's work allows it.

What can I earn?

Experienced customer service managers' salaries typically range between £30,000-£45,000 and can even exceed £60,000. Trainee customer service managers earn £16,000-£23,000.

What are the benefits?

Most companies offer generous bonuses or commission and usually provide an excellent benefits package. Staff discounts.

Are there chances of promotion?

You may need to move to a larger organisation if you want to gain more responsibility or opportunities for promotion. It may also be necessary to relocate, for example to gain promotion in organisations that have a number of branches. As your career develops, you can upgrade your membership of professional associations, such as the Institute of Customer Service (ICS) and the Institute of Leadership and Management (ILM). With further experience, you may choose to train other staff in customer service skills, or you might train to become an assessor of staff working towards customer service qualifications. This may lead to assessor or developer levels of membership with the ICS. If you take opportunities to develop and expand your knowledge and experience, you could move into a wider management career. This is particularly true if you have a relevant degree or have participated in a general management training scheme that covers other areas of management. To aid further progression, you should keep your knowledge and skills up to date by adding to your qualifications, completing short courses, attending conferences and reading relevant books, reports, newsletters and magazines. Meeting fellow professionals and exchanging ideas is another useful way of developing your career – the ICS runs regional networking and training events.

What will I be responsible for?

+ Helping to develop a customer service policy for an entire organisation;

+ Managing a team of customer services staff.

+ Handling face-to-face enquiries from customers.

+ Providing help and advice to customers using your organisation's products or services.

+ Leading or supervising a team of customer service staff.

+ Learning about your organisation's products or services and keeping up to date with changes.

+ Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

+ Communicating courteously with customers by telephone, email, letter and face to face.

+ Investigating and solving customers' problems which may be complex or long-standing problems that have been passed on by customer service assistants.

+ Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.

+ Issuing refunds or compensation to customers.

+ Keeping accurate records of discussions or correspondence with customers.

+ Analysing statistics or other data to determine the level of customer service your organisation is providing.

+ Producing written information for customers, often involving use of computer packages/software.

+ Writing reports analysing the customer service that your organisation provides.

+ Visiting customers to provide a one-to-one service.

+ Developing feedback or complaints procedures for customers to use.

+ Developing customer service procedures, policies and standards for your organisation or department.

+ Meeting with other managers to discuss possible improvements to customer service.

+ Being involved in staff recruitment and appraisals.

+ Training staff to deliver a high standard of customer service.

What qualifications do I need?

Although this area of work is open to all graduates, a degree or HND in marketing, consumer, business or management studies, may enhance your chances. Some employers may prefer students from disciplines that are relevant to their particular sector, such as retail, hospitality or financial services. Entry into customer services management is possible without a degree or HND, however. Some managers work their way up from roles such as customer services assistant, gaining relevant qualifications and experience where possible. They may then find themselves being promoted to team leader, and on into a management position.

Do I need any experience?

Competition amongst graduates is quite high and so previous experience of working with customers, such as in a shop, call centre, office or bar, may give you an advantage when applying for work or training schemes. Any other relevant experience of working with people, perhaps through membership of student clubs and societies, is also useful. Try to arrange a period of work shadowing with customer service managers in different settings to find out which type of organisation might suit you best.

What attributes are needed?

You'll be a flexible, versatile, multi-tasker who knows how to get the best out of people. You'll ensure your firm hits its targets while maintaining strict quality and compliance standards. That means training your team thoroughly – showing them how best to handle queries and identify customer needs, and keeping their product knowledge up to date. If you have face-to-face contact with customers, you must have a smart appearance. You'll need to behave in a calm, professional and responsible manner at all times, even in times of stress when you are dealing with customers who are upset or angry. You'll be proficient in written and spoken communication skills that allow you to inform, help and advise customers clearly and liaise with other professionals. You'll also be a great listener, understanding exactly what customers require. You'll have problem-solving and motivational skills; confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations. You'll think creatively and be able to come up with new ideas to improve customer service standards and an ability to work well under pressure.

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