Customer Services Manager
Peterborough
  
My successful client is looking for a Customer Services Manager, to lead and manage a small team  to ensure each customer’s journey through the manufacturing business is consistently smooth and 5*. This  is a critical role, responsible for driving success and growth.
  
Key Deliverables:
  
*Create and maintain an environment of continual improvement.
*Train and develop each team member to ensure highest efficiency and productivity.
*Train all new starters on every aspect of the job to the expected standard.
*Hold daily morning meetings with the team, encourage and motivate.
*Review individual performances, setting KPIS and empower your team.
*Lead from the front.
*Ensure highest standards are maintained and your team are replying to customer emails within 2 hours.
*All orders (web and Inbound) to be processed within 30 minutes.
*CRM improvements to aid efficient working and notify management of any processing issues.
*Carry out weekly Trustpilot training to develop the skills of your team.
*Monitor Trustpilot hub to ensure every team member is allocating the right amount and allocating time in the day to complete all calls.
*Encourage team to call for google reviews daily alongside their Trustpilot calls.
*Replies and responses to be completed daily.
*Hitting KPIS
  
  
The Right Candidate:
*Have a proven track record within a similar role.
*Excellent leadership with a coaching, mentoring approach.
*Work in a collaborative manner.
*Have excellent customer services skills and influencing skills.
*The ability to work closely with both internal and external key stakeholders.
Hours of work are 0830 - 1730, Monday to Friday, on site parking, Peterborough.