why choose gravitas recruitment?

Welcome to Gravitas Recruitment.  We are a specialist accountancy and finance recruitment agency operating in Exeter and the South West and also place candidates in related office support roles, including HR jobs, PA jobs and secretarial jobs.

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01392 273310

jobs@gravitasrecruitmentsw.co.uk

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Assistant Customer Services Manager

THE ROLE

Reporting directly to the Customer Services Manager, this role will be responsible for assisting the manager in the leadership, support, motivation and training of the Customer Service Team Leaders and the Customer Service Team. They will also be responsible for the operational delivery of the Customer Service Strategy in line with company guidelines and standards in order to provide excellent Customer Service.

This position will require managerial and supervisory experience with a proven track record of success, be an excellent team player and role model to the team. This role requires you to be able to multi task, enjoy working in a fast paced environment and have the ability to liaise with other departments in order to provide the best level of support and information to our customers.

With the Customer Services Manager, the Assistant Manager will be responsible for a team of
2 Team Leaders and around 6 staff who between them handle all sales order processing and Customer Service enquiries across Stovax brands.

JOB DESCRIPTION – ASSISTANT CUSTOMER SERVICES MANAGER

Fundamentally this position is to ensure the day to day smooth running of the customer service department in the provision of an excellent service to our customers.

• To work with the team and the Team Leaders to develop a cohesive and positive team spirit and good morale

• To assist the Team Leaders in the development of a training programme for the team to ensure skills are developed enabling accurate order input and to ensuring that all daily tasks (such as including the processing of invoices, credit card payments, scanning, order entry and other general duties) are completed effectively and efficiently and staff are equipped to grow in the role.

• Work with all the Customer Services Managers and Operations Director to develop and introduce improved procedures, harmonised systems and enable more efficient use of the team’s time.

• You will need to ensure all staff training requirements are recorded, planned and delivered, and make sure that the skills matrix is updated accordingly.

• Proactively monitor, support and motivate the Customer Service Team to deliver excellent customer service standards, including facilitation of remedial training, if required.

• Continuously monitor our telephone and email performance and our ability to keep customers informed and updated and thus maintain a high standard of Customer Service. Ensure that the company is answering all phone calls and emails in an acceptable timescale and in the right manner.

• Working with the Team Leaders you will be responsible for ensuring all staff in the Department keep their customer service manuals, pricing guides and information up-to-date regularly.

• Ensure that there is a process for reviewing any anomalies found in the Customer Service procedures and the development of strategies to prevent these from re-occurring.

• Liaising on a daily basis with dealers, carriers, end user customers and colleagues, providing advice and help, as well as resolving customer problems.

• Liaising on a daily basis with the Field Sales Team to ensure that all retailer records, discount structures and approvals are kept up-to-date in Sage and CRM.

• Ensuring that the back order stock allocation is proactively kept up-to-date on an hourly basis, with any major allocations resulting in a delivery note print run.

• Providing annual leave / absence cover for the Customer Services Manager in company and departmental meetings with full confidence and ability.

• When required, undertake recruitment, selection and probationary reviews of all new staff.

• With the Customer Services Manager ensure that the administration and department level Personnel responsibilities are carried out appropriately and in a timely manner.

• In association with the Customer Services Manager, ensure bi-annual reviews are carried out for the Customer Service Team Leaders and Team to review previous performance and development and ensure objectives are set and Personal Development Plans are put in place for the forthcoming period.

• Learn and be able to advise on our complete product range through training and researching company literature, such as brochures for product/technical information and price lists. Ultimately to fully learn the Customer Service role (See description below).

CRITICAL QUALITIES:

• Possess excellent communication skills both verbal and written.
• Proven ability in effective and appropriate delegation
• Strong people skills
• Computer literate – with sound knowledge of Microsoft Office.
• Excellent time management skills
• Accurate and has an eye for detail
• Enthusiasm to learn new skills and ability to grasp large amounts of product information.
• Ability to work on own initiative as well as a larger team.

DESIRABLE QUALITIES:

• Previous experience in dealing with customers over the telephone.
• Experience of working in a fast paced environment.
• Previously worked with CRM systems.

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© Gravitas Recruitment (SW) Ltd 2012 | Registered in England & Wales :0746821
Registered Office: 3 Bystock Terrace, Exete, Devon, EX4 4HY 01392 273310 |
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