Customer Service Manager
An exciting opportunity has arisen for a Customer Service Manager to join our head office team at Signature Group.
The customer service manager will be responsible for any customer escalations, with the main focus of answering complaints within 24 hours and ensure they are categorised by priority and escalated to the relevant departments.
You will need to liaise with the senior managers across the business and ensure that all complaints are resolved and closed.
Duties of the role include:
·Act as a point of escalation for any customer complaints, overcoming any customer grievances or special requests in accordance with the Company’s set guidelines.
·To seek out root cause of customer issues and service failure and recommend solutions that are commercially viable
·Keep accurate records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
·Identify process improvement; creating and implementing work procedures that will enhance the organisation and departmental service delivery, operating procedures and standards
·Produce and review complaints MI & reports
·You will regularly report to the Directors with performance analysis for the teams and individuals KPI information.
·Develop efficient after-sales service levels for all Customers
·Excellent writing skills and the ability to use MS Office and navigate through a number of in house databases
·Outstanding telephone and written communication skills
·Good organisation skills, with the ability to prioritise and take ownership of complaint cases
·Excellent attention to detail
·Ability to work closely and constructively with colleagues within the team/business area and external stakeholders, sharing knowledge and best practices openly and willingly
·Exceptional relationship building with strong people skills
·The ability to take ownership of a complaint, ensure resolution is fit for purpose and that it meets service standards
·Able to work under pressure and meet tight timescales ensuring quality and accuracy
·Must have proven ability to make sound decisions of a highly complex nature under pressure
·A good understanding of complaint handling regulations applicable to the hospitality industry
·Proven experience in a customer service environment
·Proven experience in complaints handling