Role details

Customer Care Manager

Romsey   •   £30,000 - £32,000   •  Permanent

Bullet points

  • A genuine interest in helping customers whilst working as part of a team
  • Strong leadership and motivational skills

About Our Client

Our client are a manufacturing and distribution company based in Romsey, Hampshire.

Job Description

  • Make sure the Customer Care Team understands the organisation's standards and policies, and the legal implications of their work (e.g. data protection) and that they are up to date with any changes in legislation.
  • Set targets, motivate staff and deal with any staffing issues that arise.
  • Ensure all Customer Care Team members are adequately trained.
  • Review current procedures and introduce improvements to increase productivity, improve communications and reduce customer complaints.
  • Ensure accurate records of discussions and correspondence with our customers are maintained within our systems.
  • Take escalation calls from Care Team and ensure all follow up calls are dealt with in a timely manner to full conclusion.
  • Ensure all customer orders are processed effectively and efficiently meeting the customer's requirements when urgent.
  • Attend contract meetings as a support function to the Service Manager.
  • Ensure KPI and activity reports are produced in a timely manner for the Service Manager and clients.
  • Communications of out of hours rota to third party call centre.
  • Support of out of hours escalation function.

The Successful Applicant

We are ideally looking for a person who has had knowledge of working within a Customer Care/Call Centre environment previously at a senior level.

  • People Management skills are a must
  • Excellent communication skills
  • Assertive in nature with the ability to use your initiative and problem solve
  • Strong Customer Service skills
  • Knowledge of working within a team

What's on Offer

New Permanent Customer Care Manager role based in Romsey, Hampshire. Working as part of a Senior Management Team, the right candidate will oversea and deliver effective administration and order processing for all commercial aspects of the business, both internally and externally whilst driving forward improvements in all customer service related areas.

Apply for this job

Click the Apply or LinkedIn button below or contact Rene Marchant quoting job reference 13709662
As you are using an Apple iOS device we are unable to offer you the CV upload function. Please apply with your Linkedin profile below or contact Rene Marchant quoting job reference 13709662