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Customer Service Manager
Our Client based in Banbury has an exceptional opportunity for an experienced Customer Service Manager .
This individual will provide direction, instructions and guidance to the customer service team members who are office based and also responsible for Field based Service Engineers.
Maintain a professional and proactive approach to all internal and external Customers.
Managing a team of up to 10 staff, you will be required to demonstrate your Leadership skills in a fast paced environment adhering to strict deadlines.
The individual's goals will be to embed a culture of excellence in customer service and attention to detail. You will know all 10 Team members' strengths, areas of development and motivations that will drive the department forward.
The successful individual must possess the drive with the desire to improve processes and efficiency Management of all Customer accounts to provide excellent customer service
Attend Customer meetings
Professional and proficient in call handling of in-depth and complex queries, liaise with all department to ensure a swift response
Adhering to SLA's and monitor all incoming calls
Oversee the Service Engineers job time-table by location and customer demand
Oversee responsibility for booking flights and accommodation for Service Engineers
Manage the creation of all training and machine manual
Create and assist in raising quotations for spare parts/service /Training
Report department KPIs and regularly assess processes
Validation of SME certificates
Adhere and oversee the Service call process for all outbound jobs from completion to invoicing
Ensure that the returns and spares process from Customer query to completion is carried out efficiently
Responsible for the management of the complaints procedure and working with other areas of the business to ensure a swift resolution
Motivate and update all team members with regular team updates
Carry out regular 1-2-1's
Set SMART objectives for team members
Coach and support team members to identify and addressstraff training and feedback
All aspects of people management
Proactivity and initiative (including the ability to anticipate and resolve potential problems and challenges)
Confidentiality and integrity
Flexibility and the ability to respond well to change and pressure (calm and unflappable)
Ability to positively influence and build effective relationships
A personable approach with a good telephone manner and communication skills
Self-motivation and energy
Strong planning and organisational skills
A meticulous approach and a high level of accuracy, demonstrating strong attention to detail
People management skills
Microsoft Word, Excel
Use of CRM system
Use of Sage, SAP or similar accounts package