A prestigious and well-established company based in Watford are looking for an experienced Customer Service Manager to join their team.

Salary: up to £40,000

The Role

  • Managing Customer Service department
  • Manage the effective allocation of service calls to a national team of field service engineers, working closely with the Regional Service Managers and Team Leaders to achieve demanding SLA’s
  • Responsible for all deadlines for the Service Desk Team for key functions including Boiler Inspections, Reactive Calls, Planned Preventative maintenance visits and ordering of service parts.
  • Overseeing and delegating customer quotations and orders
  • Responsible for the management of Customer Portals.
  • Managing and prioritising team workload
  • Performance managing, developing and training all of the customer service team
  • Working directly with key customer accounts
  • Reporting on team performance
  • Ensuring timescales are achieved
  • Managing recruitment, absence and scheduling of Customer Service team
  • Coordinating with Senior Leadership team
  • Ensure high level of support provided to Internal Sales Teams
  • Oversee Contracts department to ensure invoicing deadlines are met on a monthly basis
  • General awareness of customer contracts in place and SLA agreements/terms of contract

Key Skills/Experience

  • Minimum of 3 years management experience in a Customer Service Operation.
  • Strong Man Management and leadership qualities, people skills and success in motivating teams
  • Highly computer literate.
  • Experience in dynamic Field Service Scheduling systems
  • Excellent communication skills with demonstrable experience in building and managing relationships, both internal and external
  • Strong organizational and detailed execution skills with ability to handle multiple tasks and meet deadlines in a fast paced environment
  • Demonstrable experience in managing to SLA’s
  • Good commercial awareness with ability to meet and exceed customer expectations whilst maintaining profitability.
  • Creative thinking, to be able to come up with new ideas to improve customer service standards
  • Good personal presentation, especially when working with customers face-to-face
  • A commitment to improve your own customer service skills on an ongoing basis
  • Must be flexible to work additional hours if required and be available to participate in a weekend Duty Manager Rota.

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