Edinburgh office / office admin
Customer Services Manager
Diet Chef is the UK's largest diet food home delivery company. We are looking for a Customer Services Manager to manage a small but growing customer services group in our HQ. This is a newly created position.
Reporting to the Operations Director, you will lead, motivate and develop a team of Customer Service Advisors, in line with business requirements, ensuring they constantly meet and exceed targets and deliver an exceptional customer service. In addition you will be responsible for managing a relationship with an external call centre and ensuring that they also meet and exceed targets and deliver an exceptional customer service.
To be considered for the role of Customer Service Manager, you must have demonstrable leadership and management skills gained in a customer-focused environment and preferably within a contact centre environment. The Customer Services Manager must also be an excellent communicator at all levels and strong organizational skills with a considered, methodical approach to work. In addition you must have a good working knowledge of Microsoft applications, in particular Excel.
This is very much a hands on role and you will be involved in:
- Supporting and developing the skills of a team of advisors, and Identifying where additional coaching support and development may be required for individuals or the team
-Managing the team and individuals performance through effective coaching and training to meet Key Performance Indicators (KPI's)
-Carrying out regular call monitoring, ensuring that call quality guidelines are met to drive quality calls, providing constructive feedback to advisors
-Dealing with escalated, difficult or complex customer calls where necessary
-Continually look at ways to improve our procedures and processes, making recommendations where appropriate
- Answer customer service calls during peak times
- Manage/resolve all written/email complaints
- Handle and resolve escalated telephone calls
The job is based at Diet Chef's head office in Newbridge.
Due to the high number of job applicants we are unable to respond to every application. We will contact applicants for interviews generally within 2 weeks. If you do not hear from us within two weeks your application has been unsuccessful.
No agencies please. All applicants must have the right to work in the UK. Please apply via the form and attach a full CV.
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