Customer Service Manager

REF: 902796_1595521392

23/07/2020
  • Position: Permanent
  • Salary: £20000 to £30000
  • Location: Greater Belfast

MCS Group is working exclusively with a market leading retailer and trade supplier on the recruitment of a Customer Services Manager where you will play a key role in driving process improvements and creating a world class customer focused culture.

You will be part of thriving fast paced business, a leading brand offering a range of home decor products directly to the public and through trade customers. The business has enjoyed consistent growth over the years, with a focused dedication to offering quality products and world-class service. In light of the ongoing pandemic the business has operated successfully with minimal disruption offering customers to engage via the website and phone as well as the introduction of appointment-only showroom visits with the relevant safety measures in place.

Working out of the Belfast office, located in the Dargan area, you will be leading a small team of customer service advisors and will also work closely with other teams including sales, procurement, warehouse and logistics. As Customer Service Manager you will be driving a customer focused ethos throughout the business while running an efficient team that delivers customer satisfaction, loyalty and retention.

Some of the key areas of responsibility will require you to…

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Maintain an orderly workflow according to priorities

We are looking for an individual with proven working experience as a customer service manager, retail manager or assistant manager in a similar environment. You should also meet the following brief….

  • Excellent knowledge of management methods and techniques
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry's latest technology trends and applications
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Proficiency in English

You will be operating in an environment that gives people the autonomy to get on with their jobs, while providing the necessary support and access to professional development. You will be rewarded with a generous salary and healthy bonus. Normal office hours. On-site parking.

To speak in absolute confidence about this opportunity please send an up to date CV via the link provided or contact Karl Webb, Specialist Recruitment Manager at MCS Group 028 9023 5456

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs www.mcsgroup.jobs

All conversations will be treated in the strictest of confidence.