Customer Service Manager

Alexander Steele has partnered with a leading Apparel / Clothing business that has an exciting opportunity for a Customer Service professional to join the business on a permanent basis. The Customer Service Manager will be responsible for leading and supervising a team of twenty customer service representatives to ensure the delivery of exceptional customer support. This position requires a strong focus on customer satisfaction, team management, process improvement, and problem-solving. The Customer Service Manager plays a pivotal role in maintaining and enhancing the organization's reputation for outstanding customer service. On Offer £45,000 - £50,000 base salary Discretionary bonus 33 days holiday 4 days a week on site and 1 day from home Accountabilities Team Leadership: Recruit, train, and develop customer service representatives. Provide guidance, coaching, and support to team members. Customer Support: Oversee the resolution of customer inquiries, complaints, and issues. Ensure that all customer interactions meet or exceed company standards. Handle escalated customer cases when necessary. Develop and implement procedures to improve customer service quality. Communication: Foster strong communication between the customer service team and other departments. Communicate customer feedback and insights to relevant teams for product and service improvement. Process Improvement: Continuously identify areas for process improvement and efficiency Develop and implement new strategies to enhance customer service operations. Stay updated on industry best practices and apply them to enhance customer service offerings. Problem-Solving: Resolve complex customer issues and complaints. Analyse customer feedback and trends to proactively address potential problems. Collaborate with other teams to prevent recurring issues. Customer Satisfaction: Monitor and analyse customer satisfaction surveys and feedback. Develop strategies to improve overall customer satisfaction. Take necessary actions to retain and grow the customer base. Core Competencies Required Proven experience in customer service, contact centre or a related field, with a minimum of 3 years in a managerial role. Excellent leadership and team management skills. Strong problem-solving and conflict resolution abilities. Exceptional communication and interpersonal skills. Knowledge of customer service software and tools. Ability to analyse data and generate reports. A strong customer-centric approach and a commitment to delivering exceptional service. Flexibility to adapt to changing priorities and work independently. If you would like to apply for this wonderful opportunity, please apply with an updated CV, or contact Richard at Alexander Steele Recruitment.