Customer Service Manager

Summary about this job

Detail information about job Customer Service Manager. Terms and conditions vacancy

This is a truly superb opportunity for an experienced professional with the enthusiasm and drive to establish the Customer Operations function for an exciting and fast-growing team in the Technology sector.  Reporting directly to the COO, this role is ideal for someone with strong client focus combined with team coaching skills along with a hands-on and self-motivated approach.

The primary focus of this role will be to manage operational functions (client service & support) to meet strategic and tactical objectives and ensure continual process improvement.  The role includes the development of operational processes and procedures of a new, innovative and fast-moving business.

Specific responsibilities include:-

• Establish and lead the operations team
• Develop and implement policies, processes and procedures to ensure customer advocacy, quality outcomes and repeatable success
• Identify/develop resources, tools, training and processes to deliver operational excellence
• Nurture a customer focussed culture within operations that results in exceeding service delivery objectives
• Develop a dashboard to analyse key operational metrics to run/drive the business and make sound decisions based on data
• Ensure the ongoing achievement of set performance measurements and provide regular reporting to the Executive Team
• Develop and implement operational efficiencies through automation and process improvement
• Communicate with customers, internal and external stakeholders to build relationships (and resolve issues) and identify opportunities for improvement

To be considered for this role you will have a strong operations background and demonstrated success in a similar role (customer service / call centre management experience). You will be a team player who is comfortable in a dynamic and ever-changing environment, quick on your feet, adaptable and work well under pressure.  Most importantly you will have a passion for results and driving high standards for yourself and team.

Experience either within or providing services to clients in the professional services sector (legal / accounting / regulatory) would be very advantageous due to the nature of the technology.

A highly competitive three figure salary will be offered commensurate with experience.

Forward your CV to Coadys today for immediate consideration - the role is available now!

Please note only shortlisted candidates will be contacted.