Customer Service Supervisor

Customer Service SupervisorSalary circa £27k dependent on skills and experience + BenefitsFull time – Monday to FridayOffice based Swinton S64 - Must live within a commutable distanceBenefits:Casual dressCompany eventsCompany pensionDiscounted or free foodOn-site parkingSick payNicky Story Holdings (part of Supplies for Candles) is the holding company for a fast-growing group of online, market leading, retail and wholesale businesses primarily involved in the Home Lifestyle and Personal Care Sectors.Due to expansion, we are now looking for an enthusiastic and experienced Customer Service Manager to contribute to our growing customer base. You will be responsible for managing a customer service team of 2, responding to all customer queries, closing and generating sales deals over the phone and maintaining good customer relationships. You will also work closely with other departments in particular the distribution team.You must be comfortable presenting products or services over the phone as well as dealing with complaints and queries.The goal as a Customer Service Manager is to help the company grow by providing outstanding customer service.Responsibilities but not limited to:-Training, supervising and leading staff to deliver a high standard of customer serviceProviding help to customers using the organisation's products or servicesCommunicate courteously with customers by telephone, email, letter and face-to-faceInvestigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistantsIssue refunds or compensation to customersKeep accurate records of discussions or correspondence with customersAnalyse statistics or other data to determine the level of customer service the organisation is providingProduce written information for customers, involving the use of computer packages and softwareWrite reports analysing the customer service the organisation providesDeveloping feedback or complaints procedures for customers to useImprove customer service procedures, policies and standards for the organisation/departmentMeet with other managers to discuss possible improvements to customer serviceInvolvement in staff recruitment and appraisalsLearn about your organisation's products or services and keep up to date with changesDevelop a solid and trusting relationship between major key accounts and the companyDevelop a complete understanding of key accounts and their needs/queriesAnticipate key account changes and improvementsManage communication between key clients and internal teamsCollaborate with the business and team to maximize profit by up-selling or cross-sellingPlan and present reports on account progress/goals to share with team members and the wider businessAnalyse client data to provide customer relationship managementExpand relationships and bring in new clientsRequirementsProven experience (min 3 years) in a customer service manager roleProven track record of successfully meeting targetsGood knowledge of relevant computer programs (e.g. CRM software) and telephone systemsAbility to learn about products and services and describe/explain them to prospectsExcellent communication and interpersonal skillsEven-tempered and able to handle rejectionOutstanding negotiation skills with the ability to resolve issues and address complaintsInterested in this Customer Service Manager role? Please send your cv by return.