Customer Service Manager

Job Title: Customer Service Manager
Contract Type: Permanent
Location: North Yorkshire, North Yorkshire
Salary: £33000 per annum + Total Package £40,800
Start Date: ASAP
Reference: 68218-ITENG-KIE
Contact Name: Kim Eager
Contact Email:
Job Published: December 07, 2016 15:08

Job Description

A Customer Services manager is required to join a leading financial organisation in Harrogate on a permanent basis.

The Customer Service Manager will work with customers to ensure that the ways of working between the customer and the business are maintained, as defined in the contract, and is adhered to by both parties to ensure customer satisfaction levels are maintained at the highest levels possible. The Customer Service Manager acts as the support interface between the customer and the business and is the voice of the customer internally.

The post holder works alongside the other Customer Service Managers and supports the management of the customers within the gateway suite of products. Additionally the role includes the duties of the Customer Liaison Manager.
The key responsibilities of the Customer Liaison role is to act as the primary liaison contact between difference services within the business.

The role :-
Responding to customer queries within the set SLAs and ensuring that this follows the Customer Service Management standards of engagement
-To assist in the management of the operational relationship with the customers through formal Service reporting and Service Reviews as well as through more informal and frequent interaction.
-Ensure that the service delivered either meets or exceeds contractual service levels
-Implement and drive forward a Continuous Improvement Programme across all aspects of the service and to
report on the progress of this on a regular basis.
-Ensure that the Service is delivered flexibly to meet the customers changing needs whilst keeping in line with
the business and their strategies.
-Drive up and maintain excellent levels of customer satisfaction, through strong operational and commercial relationships with the customer.
-Pro-actively take the opportunity to engage in any activity that will enable them to add value to the team / department / organisation for example identifying process improvements and where agreed following them through to implementation
-Commit to get the most out of the training opportunities made available to them, by utilising the training provided and by demonstrating that they can complement this through self-development.

-You will have an understanding and be familiar with the Service Management disciplines.
-Basic understanding of the financial industry
-Competent with Microsoft Office products specifically Word, Excel, PowerPoint and Visio
-Previous work experience or internship preferably in a customer service role
-Proactive approach with willingness to learn and take ownership of the responsibilities allocated to them
-Proactive in working independently for their own self development
-Strong interpersonal and communication skills - both verbal and written
-Good problem solving skills and the ability to think laterally
-Willingness to work beyond core contracted hours, sometimes at short notice, as and when customer / business needs dictate
-Excellent time management and the ability to multi-task
-Willingness to work in a multi-site environment.