Customer Service Manager - Bournemouth - Permanent
 
£28-30k Per annum plus Benefits
 
Are you an experienced Customer Service Manager seeking a new challenge?
 
Are you someone always striving to improve processes, team dynamic and customer experience?
 
Read on!
 
Our client are a  family owned business in Bournemouth who operate in the waste management industry, they are seeking and experience and talented Customer services manager to join their busy team with a view of having full responsibility for a team of up to 8 customer advisers.
 
No experience in Waste Management is required as full training will be given, the successful Customer Service Manager will then have the freedom to build their team round them.
 
The Role
 
·Lead, develop and motivate a team of Customer Service representatives ensuring an efficient and effective service is delivered to the customer.
·Building a rapport with customers and suppliers, managing accounts where needed
·Meeting and exceeding in all areas relating to quality, productivity, scheduling adherence and employee/ people related targets (absence, attrition, engagement etc).
·Ensure that all customer escalations are dealt with in an accurate and professional manner in accordance with KPI's through to resolution.
·Advising customers on both commercial and domestic waste management
·Sourcing alternative ad-hoc services
·Conduct twice weekly huddles, Monthly 121's and quarterly team meetings with your team
·Ensure that both the team and yourself are fully confident with relevant company processes Managing the environmental Licenses on the client's in-house portal
·Review all performance reports and KPI's
·Performing quarterly customer check ups and reporting the results back to the Head of Operations
·Conduct New Starter training and Inductions for all new members of the customer services team
·Ensure that all team members are provided with the formal and informal coaching and quality assessment that is required to enable them to meet their objectives.
·Attend relevant  meetings and raise and suggest solutions to any problems that the team might be facing.
·Monitoring customer quotations being sent in a timely manner and at the most cost-effective rate for the customer.
·Supporting other departments where possible to ensure that cost effective supply chain are used that adhere to the KPI's of our clients and advising when service levels will not be met. This can be met through Margin Analysis meetings etc.
·Supporting and managing other members of the team when required
·Dealing with and advising on difficult conversations with customers and suppliers
 
Please call Ryan at Carrington West on 02393876019 to discuss further or apply without delay to be considered.