Our valued client, based in Birmingham, are seeking an experienced Customer Services Manager to join their team. As Customer Services Manager, you will be responsible for the smooth running of day-to-day operations for the Customer Services Team, ensuring targets are achieved and a professional service is provided to their valued customer base.

Working hours are shifts between the hours of 8am and 7pm, working 40 hours per week across 5 days. This can include weekend work.

£36,000 - £38,000

Customer Services Manager Responsibilities:

• Leading and managing a team of Customer Service Advisors
• Recruit, train, and supervise customer service representatives.
• Set performance standards and evaluate team members’ performance.
• Develop and implement customer service policies and procedures.
• Handle escalated customer complaints and resolve complex issues.
• Ensure customer inquiries are addressed promptly and effectively.
• Monitor and analyse customer service metrics and KPIs.
• Implement improvements based on customer feedback and performance data.
• Prepare and present reports on customer service operations.
• Identify and address areas for process improvements.
• Collaborate with other departments to streamline customer service operations.
• Stay updated with industry trends and integrate best practices.
• Communicate company policies, changes, and updates to the customer service team.
• Ensure consistent and clear communication with customers across all channels.

Customer Services Manager Qualifications:

• Previous customer service experience as a Customer Service Manager or in a Managerial/Supervisory position.
• Ability to meet deadlines
• Confident and able to work under pressure

Customer Services Manager Benefits:

• 22 days holiday plus bank holidays (holiday will be increased following 2 years of service)
• Employee discount
• Health cash plan
• Pension

Due to the unprecedented volume of response we are currently receiving, regrettably we are no longer able to respond to every application individually. If you have not heard back from us within 48 hours, please assume your application for this role has been unsuccessful. We do read each CV carefully and if the situation changes or another potentially suitable role becomes active, we will be back in contact.