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  1. Customer Service Manager

    Newport | £25000 - £30000 per annum | From BROOK STREET BUREAU - Newport

    We are looking for a Customer Services Manager in Newport to join a busy Manufacturing company. Highly competitive salary of £25,000 to £30,000 for the right candidate. Essentials: Excellent... Customer Service skills Customer service Management Reporting experience Experience of managing 4+ people Interview/ Induction and Disciplinary experience Experience of working within a Manufacturing/ Engineering environment as Customer Service Manager If interested please apply immediately or call 01633 254751 for more information This job was originally posted as ...

  2. Customer Services Manager

    Alton, Hampshire | Bonus and benefits package | From Portfolio Recruitment

    Our client, based in Alton, Hampshire is an expanding manufacturing company with a vacancy for a Customer Services Manager, the main requirements of the position are: Leading, managing and... coaching a team of seven Managing promotions, Sales and cross selling opportunities Evaluating performance, coaching and staff development Maintaining customer service standards and procedures Account and relationship management for nominated accounts Business process improvement, maintaining quality and performance Managing and investigating customer complaints and undertaking ... ...

  3. Customer Services Manager

    Weybridge | £25000 - £32000 per annum | From BROOK STREET BUREAU - Woking

    I have a fantastic opportunity for a Customer Service's Manager working for a Luxury retail distribution company based in Weybridge. The role will involve running a busy customer service team and... will involve running a team processing in coming orders, dealing with customer queries and full customer service support. This role will involve working some am and pm shifts 6am - 2pm or 2pm - 10pm. Please apply asap. This job was originally posted as ...

  4. Customer Services Manager

    Isleworth | £20000 - £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 Setting targets to improve performance Ensuring the the team is more proactive Liaising with drivers and dealing with the warehouse. Profile The ideal Customer Services Manager will: have ... . Job Offer This Customer Services Manager role is based in West London. This is a permanent position paying up to £25k. This job was originally posted as

  5. Customer Service Manager

    Lechlade | £30000 - £40000 per annum | From Rise Technical Recruitment Ltd

    Customer Service Manager Cirencester £30,000 - £40,000 + Development + Progression + Incentives + 27 days holiday Excellent opportunity for a customer service manager with a background in the...-management experience. *Knowledge of NSI and relevant security industry. *Computer literate Customer service manager, fire, security, cctv, access control, alarm, response, call out, service, manager, customer, small works, co-ordinators, service, installation, engineer, technical, service manager, customer, nsi, sla, aftersales, This job was originally posted as ...

  6. Customer Service Manager

    Stamford, Lincolnshire | £34,272 - 40,698 per year + Excellent Benefits | From 360 Resourcing

    Our client are looking for a Customer Service Manager to join their team based in Easton House. They are offering a salary of £34,272 - £40,698 per annum working 35 hours per week Our client... experienced people manager, with demonstrable experience of managing, coaching and leading a team. If you feel you have the skills and experience to become their new Customer Service Manager role please ... qualification programme; membership grade standards and the corporate certification standard. Their B2C advisory and administrative services are currently seeking a customer focused, dynamic and experienced people manager to join the existing team.  Working closely with their strategic delivery partners as well as their global offices to support and develop a great customer experience...

  7. Customer Service Manager

    Newport Pagnell | Unspecified competitive plus benefits | From Arnold Clark.

    With a turnover in excess of £2 billion, over 160 branches nationwide and an ever-expanding portfolio, Arnold Clark is proud to be Europe's largest independent motor dealer. Our Milton Keynes... based Contract Hire Division is looking to recruit for the following position: Customer Service Manager We are seeking to recruit a customer service manager to manage and develop our customer service team working in a fast moving environment and ensuring that our customers receive the ultimate in service delivery excellence. The role involves providing leadership, training and direction to ... experienced customer service manager, able to lead, manage and motivate a team. You will have the ability to work under pressure and to deadlines in an extremely busy environment. Excellent...

  8. Customer Service Manager

    Kirkcaldy | £20000 - £22000 per annum | From Orion Group

    900778 - Customer Service Manager Our client is currently recruiting for the position of Customer Service Manager, based in Kirkcaldy, Fife. Job Description Ensure fast processing of... customers` orders & ensure that customers are kept updated Make the company friendly and approachable. Be an efficient back-up to all Sales, Marketing and Operations staff. Ensure customer service is fully maintained Ensure customer orders are processed as quickly as possible Liaise with purchasing for items not in stock Work with production to ensure customer deadlines are met. Keep ... as ...

  9. Customer Services Manager

    Liverpool | benefits package | From Peel Ports Group

    Peel Ports is more than Ports. It's a unique network that connects everything from ports and terminals, shipping lines, fabrications and repair operations. It's a network that we're constantly... and LoLo connections. Everything Peel Ports does is designed to bring added value to every service we offer our clients. Applicants are invited to apply for the Customer Services Manager vacancy ... and customer contracts/Service Level Agreements (SLAs) are being achieved. The Customer Services Manager role with Peel Ports will include the following responsibilities: - Support Business Development ... quotes for transport services in liaison with Business Development - Oversee the Transport Function within Steel & Metals Terminals Applicants interested in the Customer Services Manager role with Peel...

  10. Customer Service Manager

    Gatwick, West Sussex | £32000 - £38000 per annum + Bonus & Benefits | From Retail Human Resources.

    Our client are the UK's leading travel retailer and feature over 17,000 products across their stores and they are looking for a Customer Service Manager for their site at Gatwick airport. Their..., and champagne to cigars and tobacco. The role of a Customer Service Manager is to oversee the deployment of a very large team of staff in one of the busy Gatwick terminals each day you are on shift. You will work alongside the product teams to ensure that there is always the necessary coverage to deliver the world class service experience that the business demands. This role would suit a candidate ... /JobSeeking/Customer-Service-Manager_job61147552 ...

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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