Mgr, Customer Service

What you become part of:

Our Equipment Services (EQS) team based in Milton Keynes are responsible for unparalleled customer service and support for all our equipment and new equipment installations. Working with internal & external customers to deliver exceptional service. There are several pillars within the EQS;
Customer Service, Logistics, Supply planning, Technical Services & Field Engineering, who all work in partnership to drive service and efficiencies for our business and our customers.

The EQS Contact Centre operates 364 days a year to support our customer equipment base.

As the Customer Service Manager for the Contact Centre, you will lead a team of circa 30, supported by 3 Team Leaders to drive an exceptional customer service experience.

• Overall management of the Contact Centre function (Inbound, Telefix & Postmix teams)
• Deliver key operational metrics across the function
• Continuous Improvement of the customer journey by leading from the front and creating a clear strategy to facilitate this
• Manage the CSAT programme and deliver insight based improvements
• Ensure timely and accurate operational communication
• EQS and Commercial alignment
• Extensive stakeholder management
• Ownership of customers issues through to resolution
• Develop processes and procedures ensuring the Contact Centre is fit for the future

• Experience in a Customer Service environment, ideally in a Service or FMCG environment
• Proven track record of effective people, resource and performance management
• It is important that you are able to demonstrate the ability to maintain and make sound, timely decisions, without losing sight of the bigger picture, and/or long term objectives.
• Strong analytical and problem solving skills with an ability to perform under high levels of pressure within a fast paced environment
• Excellent communication skills, ability to engage, in a meaningful way, with all stakeholders
• Ability to effectively prioritise, plan and organise workload
  
  Experience of achieving KPI's
• Working knowledge of customer service software, databases and tools including SAP, Salesforce, Servicemax and Telephony systems
• Awareness of industry’s latest technology trends and applications
• A Customer service advocate