Customer Service Manager

Customer Service Manager - up to �45,000pa - Worthing, West Sussex

Are you passionate about providing outstanding customer service?

Are you a motivational team leader who can coach and mentor�others?

Are you looking to join a�rapidly growing SME, where you can bring new, fresh ideas to the table?

We're looking for a passionate Customer Service Manager to oversee an established team of 6 customer service agents who enjoy giving their loyal customers a first-class service. This is a rapidly growing SME within the wholesale /retail sector who have ambitious growth plans over the next 5 years and beyond!

You'll be joining a dynamic and friendly team which already has some fantastic processes in place, although they are always open to fresh ideas on how to streamline workflows and improve on these processes. We're looking for a personable, confident people manager, who can demonstrate great initiative and commercial acumen!

The main purpose of this role is to inspire, coach and lead the team to continually improve performance and quality, using feedback along the way to challenge and drive changes to provide a better customer experience. You'll have a high level of personal responsibility for planning and managing yourself and for leading your team, influencing positive change across the department.

Key Tasks:

• Ensuring all KPIs are met, including SLAs - both written and verbal

• Reviewing Quarterly the teams KPIs

• Providing constructive & positive feedback to team members on KPIs, noting areas to improve

• Ensuring accuracy & efficiency for all aspects of the teams work

• Reporting any relevant information to teams in leadership meetings

• Working with support team to input, ship & invoice orders for VIP customers

• Keeping updated a training portfolio for process improvements / changes

• Always encouraging and fostering a customer first mindset

• Working to improve / streamline all processes, alongside department heads

• Be a mentor for the team, always seeking opportunities for development

• Managing the Customer Service Inbox, delegating work evenly

• Raising Purchase Orders on the internal system

• Monitoring of all orders & quotes on the system, ensuring timely follow ups

• Proactively pushing for all sold items in the warehouse to ship

• Be the main point of contact for escalating any customer issues that may arise, and dealing with these calmly and professionally

The ideal candidate will bring:

• Demonstrable experience in leading customer service teams (Various industries considered)

• A passion for delivering customer service excellence

• A proven track record in motivating staff to achieve and exceed business targets

• Experience in having delivered substantive customer focussed improvements and processes, and able to evidence these

• Able to demonstrate strong abilities to self-manage and prioritise own workload

• An excellent work ethic, with a can-do attitude

• A high level of maturity and emotional intelligence

• Excellent communication skills, with the ability to inspire and influence others

• Solid IT skills, with the ability to learn bespoke systems

• Reporting and data analysis experience

• Excellent attention to detail

Company benefits include:

Free parking

Pension

25 days paid holiday, plus Bank holidays, plus 3 personal days

Bupa Private Healthcare (after probation)

A friendly team environment

Excellent training

Opportunities for progression and personal growth

Working hours are Monday Friday, 9am to 5.30pm (37.5 hours)

Salary is up to �45,000pa, depending on experience

Please note this is a fully office-based position, so you must be able to comfortably commute to Worthing, and be happy to work in an office environment full time.

We are shortlisting candidates now, so apply today to be considered for this fantastic opportunity! (Call Carla if you wish to have an informal chat about the role)

Vibrite Recruitment Group is acting as an agency for this Permanent position.