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  1. Customer Service Manager

    Hemel Hempstead | - £30k | From BROOK STREET BUREAU - Hemel Hempstead

    Professional Company in Hemel Hempstead is looking for a Customer Service Manager. Monday to Friday 9:00am - 6:00pm Free car parking, 20 days holiday, plus bank holidays. Do you have a Customer... Service Manager Background? Do you have a background overseeing a team? Do you have excellent communication skills? Do you have excellent PC skills? Duties will be overseeing a customer service team and providing training to staff. Making sure the customer service team are providing first class customer service at all times. Putting procedures into place, writings training manuals. We are looking for a customer service manager who can bring ideas to the table. For more information please contact Zina Woodcock today 01442 244662 This job was originally posted as www.totaljobs.com...

  2. Customer Service Manager

    South Yorkshire | | From Nova Payroll Management Service T/A Pin Point Recruitment

    Customer Service Manager Rotherham / £35k / Permanent A new role has just become available at this premier company based near Rotherham. This exciting positions main purpose is to manage... and support the Customer Service staff to ensure maximum Client satisfaction. From previous experience of developing and implementing customer service policy it will be your goal to measure customer satisfaction and improve services to exceed expectations. * Manage, lead and supervise * Improve the customer experience * Create, develop and maintain customer service procedures * Provide ... issues or problems Please send your CV's to Neil at neil.bedford@pin-point.co.uk This job was originally posted as www.totaljobs.com/JobSeeking/Customer-Service-Manager_job62173484 ...

  3. Customer Service Manager

    Bury St Edmunds | £35000 - £45000 per annum | From Pure Resourcing Solutions Ltd

    Pure Resourcing Solutions are currently supporting an expanding organisation in Bury St Edmunds, with the recruitment of a Customer Service Manager. The Customer Service Manager is responsible for... the smooth and efficient running of a demanding and fast paced contact centre. The Customer Service Manager will ensure that the business are driving to meet the operational and business targets and also focus on the demands and needs of the customer to ensure these are being met in a compliant, productive and efficient way. The successful candidate will have the following experience: - Experience within a contact centre at Operations Manager level - Experience in a consumer financial environment preferred - Experience desired in handling customer complaints - Experience documenting...

  4. Customer Service Manager

    West Sussex | | From C&M Executive Recruitment

    Customer Service Manager - Up to £45k - West Sussex This is fantastic opportunity to join a fast growing travel company to head up their contact centre based in West Sussex. Customer Service... the market leader by ensuring first class service is offered to customers. Recruit, train and manage the entire customer service team whilst ensuring a cost effective and efficient system is in place behind the scenes. Customer Service Manager Skills Required Thrive in a fast paced environment Work well under pressure Resillient Analytical thinker Experience within the travel industry Customer Service Manager Package Competitive package on offer DOE Don't keep a good thing to yourself We grow our business through referrals, so please don't keep us to yourself. If...

  5. Customer Service Manager

    Huntingdon | Market related | From 1st Choice Recruitment

    Our client is seeking an experienced Customer Service Manager to manage their busy customer care department. The successful candidate will maintain and develop relationships with customer in... accordance with agreed business plans. This role will involve: • Managing the Customer Services Team by providing help and advice, relating to all products and or services and keeping up to date with any product development. • Managing and prioritising workload of Customer Services Team to ensure timely delivery of annual projects. • Supporting the Customer Services Team throughout the project ... organisation and prioritisation skills. • Have excellent problem solving skills. • Have excellent communication skills at all levels, both written and verbally. • Have exceptional customer service. If...

  6. Customer Services Manager

    Kent | - £45k | From Talent Staffing Ltd

    Customer Services Manager London and Kent Our client is currently looking for someone to work for their high profile luxury brand, as a Customer Services Manager. Within this role they are... performance. In this position the candidate would be responsible for the day to day management of the customer service department RESPONSIBILITIES AND DUTIES · Ensure full implementation of the Customer Service Strategy across department aligning to departmental and company objectives. · To ensure the accurate process of customer requests, estimates, written enquiries and confirmations within the agreed timescales. · Review customer feedback and actively promote and manage the process of continuous improvement in customer service standards. · Handle complex and escalated customer...

  7. Customer Service Manager

    Derby | £20000 - £30000 per annum | From Extra Personnel

    We are recruiting for our client based on the outskirts of Derbyshire. We are looking for a passionate customer service manager, hands on, with the ability to lead, motivate and mentor 6 call... centre staff. You will deal with Transport, Warehouse and Logistic teams, and ensure the smooth process of customer interaction. Also working with the Operations Manager to develop and deliver an Account Manager approach within the Customer Service section. You will ensure staff operate within in line with operational requirements and deal with monitoring performance and sickness / absence ... posted as www.totaljobs.com/JobSeeking/Customer-Service-Manager_job62289377 ...

  8. Customer Service Manager

    Peterborough | From £34,000 to £48,000 per annum | From NRG

    The Customer Service Manager is an excellent opportunity to join a well known social housing provider in the Peterborough area. Reporting to the Head of Customer Service, you will lead and... manage a team of Customer Service colleagues in delivering excellent customer service with a focus on income protection, neighbourhood management and customer engagement. You must be able to lead and inspire our teams to delivering great results and outcomes for our customers. You will be responsible for delivering an effective estate management services and supporting our communities through innovative and creative engagement with our customers. You will engage with other Home services in the local area to ensure Home delivers integrated services to our customers. Joining an experienced...

  9. Customer Service Manager

    Glasgow | £22,000 (£25,500 with bonuses) | From Sales Recruit UK

    Customer Service Manager £22,000 + bonuses and perks Working out of our client's offices in Govan, you'll be responsible for dealing with a number of internal customers, managing their... demonstrate previous experience in a customer service or similar role. You should be IT literate and well organised. This position is being handled by Derek Anderson at Sales Recruit Scotland. Apply ... requirements on a day to day basis. You'll co-ordinate supply requests from managers and fulfil orders, making sure that all admin procedures are followed. This is a role in which your communication skills are key. You'll be dealing with a number of customers and suppliers on a day to day basis and be first point of contact for customers placing supply orders. We're looking...

  10. Customer Service Manager

    Northampton | From £18,000 to £20,000 per annum | From ACS Recruitment

    My Client is looking for a customer service manager to join their thriving business. Role Definition Directs and coordinates customer service activities including entering orders,... job was originally posted as www.totaljobs.com/JobSeeking/Customer-Service-Manager_job62263165 ... registering customer complaints, and resolving problems. Main Duties: Receiving and processing orders and schedules from Customers Liaising with production to ensure order fulfilment Liaising with Customers Other duties within the candidates capabilities and the needs of the department Education and Experience Good communication skills Good...

  11. Customer Service Manager

    Bournemouth | £22000 - £32000 per annum + OTE £50k - £70k | From Fresh Recruits Ltd

    Job Title: Customer Service Manager Reporting To: Call Centre Manager Location: Bournemouth, Dorset. Hours: 40 hour week, between the hours of 8am and 8pm Monday to Saturday as the business... requires. Salary: £22k - £32k basic - OTE £50k - £70k JOB PURPOSE: This is a fantastic opportunity for an experienced Customer Service Manager to further their career in an expanding insurance firm. As the Customer Service Manager you will be responsible for managing the customer journey and experience within the company, managing a team of employees and their workflow and be responsible for developing the department. As the department head you will oversee the following areas of the business: * Inbound calls (Customer Service, Retentions, Sales, Complaints and Claims) * Customer...

  12. Customer Services Manager

    Swindon | From £40,000 to £60,000 per annum Plus Car + Bonus | From SCC

    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 SCC 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 ... of SCC’s UK Services contractual obligations to the Customer at a specific or geographic level. - Working alongside the SCC Account Manager be the voice of the Customer within SCC - Work with Contract...

  13. Customer Services Manager

    Epsom | | From Morgan Mckinley Group Ltd

    Our client is looking for a Customer Service Manager to lead a newly formed Customer Experience Centre team and launch the online account management aspect. This role would suit someone who is... able to own, develop and implement a culture focused on delivering a first class service to customers through effective systems and processes. Define and oversee the delivery of resourcing, processes and working practices and systems required to underpin the Centre Support and coach team member Develop and implement KPI's Introduce customer surveys to improve service Develop team by ... . This is a fantastic opportunity with a competitive re numeration and excellent benefits package. This job was originally posted as www.totaljobs.com/JobSeeking/Customer-Services...

  14. Customer Services Manager

    Petersfield, Hampshire | £40000 - £50000 per annum | From ACS Performance

    Customer Services Manager -Permanent - Petersfield 40-50K *Finance Industry* Interested in working for an extremely successful company within the finance industry? ACS are currently... looking for a high calibre, high potential, experienced Customer Service Manager able to lead a team focused on delivering the highest levels of customer service through the in-life phase of the customer journey. This role requires a candidate with extensive levels of early collections and customer service management expertise and experience. Key Role Responsibilities Leading the department ... the department's strategies including business plans, objectives, SLA's, Associated KPI's, polices, processes and procedures. Determining working practices with regard to customer service in order to meet...

  15. Customer Service Manager

    Epsom | | From Tate

    We are currently looking for a 'Customer Experience Centre Manager' to work for our prestigious client in the Epsom area. This is a new position created due to restructuring and the launch of... online account management for some aspects of customer service requirements. You will build, manage and continuously improve the customer contact centre through a multi-skilled, shift based team. Take overall responsibility for the delivery of industry leading customer service. Own, develop and implement a culture based on customer first, delivered through effective systems and processes ... the transformation of the inbound contact centre, helping customers to switch to digital communication methods, monitor customer preferences, implement service standards and act on feedback * Team Leadership Lead...

  16. Customer Service Manager

    UK | £40000 - £50000 per annum | From Michael Page

    Summary Customer Service Manager (Contact Centre) to join our successful team. You will drive and deliver the Contact Centre agenda to enable us to achieve our strategy and ensure that our... customers receive the highest possible standards of service at a commercially acceptable cost. Client Details Market Leading Retailer with Peterborough Description Ideally you will ... excellent communication skills in order to build strong relationships with key stakeholders and believe strongly in delivering a professional service that promotes positive customer perceptions and identify areas of improvement in our service to the customer. Job Offer Up to £55k This job was originally posted as www.retailchoice.com/JobSeeking/Customer-Service-Manager_job62210783 ...

  17. Customer Services Manager

    Southend-On-Sea | Market related | From Interaction - York

    Service Delivery Manager – Southend on Sea Interaction Recruitment are the UK's fastest growing independent recruiter with offices Nationwide.  We have a fantastic opportunity for you to be... part of expanding outsourced contact centre. Our client is looking for a Service Delivery Manager to expand and build on an already impressive team. The Service Delivery Manager (SDM) ensures ... services, including change, incident management and problem resolution, continual service improvement,SLA management and customer satisfaction. Role Competencies: Responsible for coordinating the delivery of on-going services to the customer; Operational management responsibility for multiple client accounts; Successful service delivery - SLAs achieved to a high level of customer satisfaction...

  18. Customer Services Manager

    Huntingdon | Unspecified Salary depending on experience | From Mimeo

    Job Description Market-leading educational print and publishing company requires an experienced customer services manager to manage the busy customer care department. This forward... · Managing the Customer Services Team by providing help and advice, relating to all products and/or services and keeping up to date with any product development. · Managing and prioritising workload of Customer Services Team to ensure timely delivery of annual projects. · Supporting the Customer Services Team throughout the project whilst developing individuals to fulfil their potential ... departments to produce written information for customers and assisting in product development. · Ensuring that customers are aware of all services provided by the company and liaising with Sales where...

  19. Customer Service Manager

    Hertford | £30000 - £35000 per annum | From Freedom Recruitment

    Customer Service Manager - Hertford - Supplier - salary up to 35K Our client is an established supplier based in Hertford who design and manufacture on-trend Kids Wear to popular fashion retail... stores. A fantastic opportunity has arisen for a talented Customer Service Manager to join this friendly and successful supplier. You will be managing a team of 10 juniors and must therefore have prior management experience within a Customer Service Role. Your responsibilities will include: Establish best practise and excellence in process management, Ensure common standards of documentation ... , You must have Customer Service experience including working with overseas markets with working knowledge of SAP and CRM. This role is working extensively with the new European Markets, therefore ideally...

  20. Customer Services Manager

    Mansfield | £25k - £30k pa + BENEFITS | From Ford and Stanley Ltd

    CUSTOMER SERVICES MANAGER To £30,000 + BENEFITS Ford & Stanley the recognised leaders in Manufacturing Recruitment are seeking to appoint a suitably qualified Customer Services Manager to... fulfill the following role : JOB DESCRIPTION Working in a manufacturing/distribution environment you will be responsible for managing a small team of 4-6 customer service co-ordinators to deliver outstanding levels of customer service thereby maximising sales potential of all existing/prospective customers. Broadly, this will be achieved by actioning and monitoring enquiries, computerised ... received are entered onto the Customer Service Enquiry Database. 2 Monitoring the age of unanswered enquiries and ensuring that all are closed out asap. 3 Ensuring that quotes are followed up...

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.