Customer Service Manager

Auctoro Recruitment; Bracknell; On-site; GBP 60,000 - 80,000; Full time

Job description

Customer Service Manager

We are working with a large and well-established organisation on the lookout for a Customer Service Manager. This is an incredible opportunity to join a great company where you can lead and mentor a competent and thriving team.

This is a role for a results-driven and customer-focused individual who is comfortable leading by example and possesses analytical abilities. Capable of establishing account relationships and gaining a deep understanding of the company's products and services.

Key Responsibilities:

1. Support customer service team in achieving/exceeding growth. Drive and shape development and understand opportunities and threats to grow the business.
2. Develop and analyse service & sales reports presenting findings to Head of Sales.
3. Establish account relationships and develop an account management strategy to ensure this customer base is supported and maintained.
4. Build strong relationships with customers to ensure repeat business.
5. Attend regular Waste Services meetings to work in partnership with colleagues to create cost-effective operational solutions to commercial offerings/sales.
6. Monitor, focus and record figures on customer retention and reasons for cancellation.
7. Understand customer requirements and find suitable solutions to meet those needs.
8. Direct interface with clients to assist with the resolution of customer concerns.
9. Resolve issues with contracts and commercial operations.
10. Coach employees on best practices for managing contract issues and handling daily issues and tasks.
11. Assess risks and make recommendations based on a thorough analysis of all factors involved in a business situation.
12. Collate and improve database of information regarding contacts/sales etc.
13. Regularly benchmark competitors to assess our competitiveness within the market.
14. Engage in and evaluate customer feedback to ensure service meets/exceeds expectations.
15. Assist with the marketing strategy for the department and any planned marketing campaigns. Assist customers in achieving their waste management goals and endorse for industry rewards where applicable.
16. Represent the company at relevant trade/industry events.
17. Prepare and produce presentations to promote the company's services.
18. Ensure that detailed and accurate information is provided to the transport team including any specific customer demands and any potential hazards.
19. Any other duties as requested by the Head of Sales or SMT.

Key Requirements:

1. Educated to GCSE or NVQ standard with high grades in English and Maths.
2. Full driving license.
3. At least 3 years' experience within a similar role ideally within the waste or construction sector but not essential.
4. Excellent local geographical knowledge.
5. Strong people management skills with the ability to motivate and act upon any issues in a timely manner.
6. Ability to take initiative and anticipate needs.
7. A talented and concise communicator in writing and in person.
8. Strong IT skills and a knowledge of Office 365 suite (Word, PowerPoint, Excel, SharePoint and Teams) as a minimum.
9. Strong financial/commercial acumen.
10. Professional and effective relationship-building skills.
11. A high level of accuracy and attention to detail in all aspects of the role but with particular attention to H&S and any other regulatory compliance.

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.