Customer Service Manager in Caerphilly)

CUSTOMER SERVICE MANAGER

Location: Caerphilly

Salary: £30,000 - £40,000, depending upon experience

Working Hours: Monday - Friday between 8 am - 5.30 pm

Our client, a leading technology manufacturer, is looking for a Customer Service Manager to join their fast-paced and rapidly growing team. As a Customer Service Manager, you will motivate and lead a team of customer ambassadors as well as manage complex customer inquiries.

BENEFITS

This role offers 25 days holiday, plus an extra day for your birthday! Additional benefits include private medical, a free company product, and multiple training opportunities. There are employee discounts, free on-site parking, a cycle to work scheme, a company pension, and casual dress for comfort. It’s a fantastic working environment in a new office.

RESPONSIBILITIES

1. Support, coach, and develop the Customer Service team.
2. Act as an escalation point for difficult calls and complaints.
3. Be responsible for designing training, monitoring calls, upskilling, and cross-training the team.
4. Analyse, diagnose, and resolve errors, faults, and incidents from customers.
5. Ensure information is recorded accurately and continually to support improvements and decision making.
6. Prioritise and monitor workload.
7. Provide excellent customer service, building rapport through open and interactive communication.

WHAT YOU NEED

1. Previous experience managing a customer service team, including performance management, coaching, training, and mentoring.
2. The ability to work well under pressure, in a high-volume environment.
3. Complex query and complaint management experience.
4. Experience with CRM systems.
5. Excellent organisation and time management skills.
6. A warm and friendly disposition, with a passion for helping customers.
7. Excellent communication skills, both verbal and written, to liaise at all levels.

NEXT STEPS

If you are an enthusiastic and hardworking individual, and are interested in becoming a Customer Service Manager, then apply with your CV today! Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Why wait? Don’t miss out. Apply today!