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Kate Lancaster

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Senior Customer Service Manager - Staines - Permanent

Staines-upon-Thames, UK

Office Administration

£35,000 - £40,000 per annum

Permanent

My client are an award winning national house builder. There office is based in Staines and they are looking to expand there current Customer Service team.

The office currently consist's of x4 customer care managers and a customer care team and x4 maintenace operatives. They are looking for a manager who can lead the office function and be responsible for taking a complaint through to conclusion applying a laser focus on the following though not exhaustive:

  • Responsible for setting department KPI's and ensuring robust measurement
  • Team Management, motivating and supervising staff
  • Responsible for service levels, customer service and experience
  • Analyse statistics and compile in-depth accurate reports
  • Excellent written and face to face communication skill
  • Provide timely updates to the customer whilst processing complaint
  • Concluding no fewer than 80% of the remedial tasks within 28 days
  • Ensuring that we meet/exceed the Group expectations in regard to our KPI’s
  • Controlling our costs in doing all of the above and recovering monies where appropriate.

The ideal candidate will be/have:

  • Manager within a customer facing and administrative department
  • Excellent communication and problem solving skills
  • Experiencing of leading teams in a fast paced, changing environment
  • Experience of developing and implementing new processes
  • Strong influencer, a people person
  • Excellent customer service skils

If you are interested in this role then please call Kate Lancaster on 01489 884183 or email your CV to k.lancaster@oandb.co.uk 

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