We are excited to be recruiting for one of the UK’s leading specialists in their industry who are based on the outskirts of Luton with excellent transport links. We are looking for a Customer Service Manager to join this fantastic team on a full time, permanent basis.  We are looking for candidates with previous management experience within an office based environment.

The Customer Service department is the beating heart of the business - processing customer sales orders and ensuring that they deliver great service to their customers by phone and email.

You will be responsible for leading a team of around 15 Customer Service Advisors to ensure customer expectations are managed and exceeded.

This is a full-time, office-based role 9am to 5:30pm, Monday to Friday. 

Duties:

• Manage, support and coach the customer services team to ensure that staff consistently deliver a friendly, professional and efficient service to customers.
• Create training/personal development strategies that will foster a ‘can do’ attitude and pride in delivering a great customer experience.
• Harness the capability of the company’s systems to streamline processes and create efficiencies.
• Review and revise operating procedures to drive service quality and consistency.
• Innovate and develop new services or service delivery methods to help the business maintain competitive advantage.
• Coordinate with other teams within the business to ensure the best customer service standards and quality of service are delivered.
• Plan future demand and manage resource to ensure a responsive service during peak trading periods.
• Encourage changes in customer behaviour where this would lead to operational and/or commercial advantage.
• Maintain awareness of industry development and best practice. Ensure that service methods reflect class leading standards.
• Deliver operational change to drive efficiency, increased performance and quality of service.
• Ensure that all employees within the team place the customer at the heart of their behaviour, thinking and actions.
• Where necessary to support the team placing orders and running reports.
• Set and review measurable annual objectives for the team.

Candidate requirements:

• Experience at Customer Service Manager level or equivalent in an OFFICE based environment is essential
• Ideally experience of order processing and/or stock would be desirable
• Good MS Office knowledge, with advanced Excel skills
• A natural rapport builder
• Adaptable and responsive to change
• Good inter-personal skills, able to lead by example
• Customer driven
• Demonstrates commercial acumen
• Natural problem solver with initiative and drive

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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