An exciting new opportunity has become available for a Customer Service Manager to join a successful organisation based in Tunbridge Wells.

To manage and continually improve the customer service experience to ensure the company success and strives to become a customer service leader in the industry.

Requirements:

* Oversee all aspects of the customer service experience leading the teams to solve problems and increase customer satisfaction.
* Maintain effective processes for your teams to deliver a professional and courteous service, effectively supporting all customers.
* Pro-actively monitor all work covered by your teams and redistributing work as necessary to ensure that all teams and employees are fully utilised on a daily basis.
* Ensure all targets are consistently met, focusing on enhancing service delivery, increasing revenue, maintaining margin, retaining customers, reducing outstanding debt & achieving industry-standard SLA's
* Proactively review all working practices within your area and identifying / recommending cost effective ways of improving the efficiency and effectiveness of your teams.
* Work with the Head of Operations to create and maintain a comprehensive database to track growing and shrinking accounts on a monthly basis.
* Track and ensure all opportunities to increase revenue, margin or breadth of services provided to customers are acted upon.
* Develop the skills of each member of staff you are responsible for, ensuring the required standards for performance, productivity and service are consistently achieved across the department.
* Providing cover as requested for another Operations Manager during periods of leave / sickness, etc.

Requirements:

* Must have and consistently demonstrate motivational skills and an ability to supervise and lead teams. Management experience is essential for this role, within a Technology role would be beneficial
* Must have superb interpersonal skills, be very confident in your approach and have first-class problem-solving skills that have been consistently demonstrated.
* Demonstrate a passion for service delivery
* First class communication skills are essential both written and verbal.
* Must have confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
* You need to be highly organised and have the ability to prioritise your workload.
* Must be flexible in your approach to work, have plenty of initiative and enjoy a constant challenge. An ability to work well under pressure is a must.
* Must be able to demonstrate coming up with new ideas to improve customer service standards.
* Must consistently demonstrate excellent organisational and planning skills to develop customer service policies.
* A willingness to improve your own customer service skills on an ongoing basis is extremely desirable.