customer service manager
Responsibility
- this role requires a dedicated individual with a passion for the delivery of exceptional customer service
- deal with customer queries and resolve to the satisfaction of the customer within appropriate time frames
- our Expert Support Team are the customer’s main contact in the business
Show more +16 - gather case information and screen incoming enquiries, passing to an expert for consultation if required
- it is a busy, fast moving environment and no two days are the same
- proactively manage each case, checking on progress & ensuring the customer is kept updated
- you will need to be hard working and flexible and able to work accurately, even when under pressure
- manage in-process queries between all sharing parties or internal FTS departments
- you will be speaking with people who are experiencing challenging life situations, so you must be empathetic and supportive
- communicate in both written and verbal forms; Answering calls & electronic correspondence quickly, efficiently and professionally
- work effectively with all departments across FTS to ensure the best possible customer experience
- gain a suitable understanding of the product types and technology provided by FTS
- learn and comprehend the IT systems used within the Expert Support Team
- process quotes and instructions accurately and in a timely manner
- build strong relationships with customers in your allotted area
- case Managers take responsibility and ownership for individual drug and alcohol cases coming into the FTS business, ensuring a smooth flow of information between all internal departments - making sure the customer receives the best service possible
- gain an understanding of key stakeholders within your area
- identify opportunities for training customers and refer to relevant team
- identify opportunities for further business where appropriate and maximise customer retention by providing a level of service over and above that offered by our competitors
Requirements
- applicants with experience of individual case management and/or working in a technical or legal field will be viewed favourably
- customer centric attitude
- ability to demonstrate where you have brought signficant value to an SME employer
Show more +21 - flexibility
- experience of delivering your own plans for driving customer service excellence
- positive , proactive ‘Can Do’ attitude
- proven experience of working with detailed processes
- excellent communication skills, including good questioning skills
- ability to demonstrate attention to detail
- attention to detail
- excellent written and verbal communication skills
- professionalism
- you must have significant experience of working in a customer service environment with extensive experience of both written and verbal customer communications
- commercial mindset - having delivered exceptional service whilst also supporting revenue generation
- problem solving
- exceptional people management skills
- ability to work accurately under pressure
- in addition, experience of working within the drug and alcohol testing field is desirable, but not essential as full training can be provided
- customer Service: 2 years
- customer Service Management: 3 years
- analytical approach to improvement
- KPI development and management
- job Type: Full-time
- A competitive salary will be available dependant on experience
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