Customer Service Manager advertised by

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Juice Recruitment

Contact Information:
Juice Recruitment
123 The Promenade
GL50 1NW

Tel: 01242 210410


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Customer Service Manager - CB-CM/CHE


Juice Cheltenham is delighted to be supporting a fantastic organisation in their search for a Customer Service Manager, based centrally in Cheltenham.

About You

You like to dig in and roll up your sleeves and getting your hands dirty — especially when your team needs you during a crisis or high-volume time. You like asking questions to understand what's keeping your team from meeting or exceeding goals and accept it’s your job to identify and remove roadblocks so the team perform their best. You actively listen and represent the voice of the customer, uncovering problems that need to be solved, and feedback regarding customer engagement with your business. You consider the role service has in the organization as a whole, and understand your team has a big role to play building great experiences that turn satisfied customers into brand advocates and promoters.

Team / People Responsibilities

  • Hire and train the customer service team. Responsible for hiring new service employees, identifying the best applicants by getting a good grasp on candidate experience and ability. After hiring, ensure new representatives are properly trained and equipped with the tools they need to be successful.
  • Set goals for the team and check ensuring every representative understands their responsibilities and is meeting company goals in a timely fashion. Setting individual goals for each employee and the provision of basic metrics to track progress and growth.
  • Deal with employee issues and consequences. If issues arise, managers have to remain calm and set up a plan for recovery.
  • Lead the strategy for developing the retail customer service strategy and long-term organization plan for team growth.
  • Managing retail and wholesale customer escalations.
  • Enabling the service team to be customer-centric and provide an amazing experience, and doing so by keeping them accountable and removing roadblocks
  • Knowing the organization's products inside and out to step in on escalated customer issues that the team is unable to resolve
  • Continuing to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback
  • Providing insights from customer data to the marketing and sales departments in an effort to continue growing the organization and reducing churn

Skill & Experience Requirements

  • 5+ years prior experience in a customer facing management role
  • Knowledge of customer service programs and databases, and the ability to learn new software quickly
  • Experience in retail/ecommerce B2C operations
  • Excellent communication skills and the ability to anticipate the needs of customers
  • Must demonstrate strong analytical thinking skills
  • Strong problem solving skills and the ability to make sound judgement calls
  • Innovative, creative thinking skills to ensure the organization is providing a cutting edge client experience

This is an amazing opportunity to join a fantastic and creative brand, if you would like to find out more information, we would love to hear from you.

Salary: £35,000 =- £40,000

Hours Per Week: 37.5

To Apply: Contact the advertiser in the contact details on the right of the advert on GlosJobs.

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