Senior Customer Service Manager

Global Fire and Security Systems

Nottingham NG2

Full Time - On site - £DOE

WELCOME TO GLOBAL

We provide solutions from standards, experience and technology, that create seamless interaction within the environments of our customers, to satisfy their needs today and tomorrow.

Global Fire and Security Systems are an independent company established in Nottingham since 1999. We have since developed into market leaders in providing quality product solutions throughout the fire and security marketplace nationwide.

Thanks to a combined wealth of knowledge and experience between our directors, Global have become industry experts in the design, installation, commissioning and maintenance of fire safety, fire suppression and security systems.

Job Purpose:

We are looking for an experienced Senior Customer Service Manager to provide effective management of a team and the smooth running of it's systems and function. The goal is to keep the team and department running in an efficient manner, to increase customer satisfaction, loyalty and retention, and to meet their expectations.

Key Accountabilities

• Improve customer service experiences, create engaged customers and facilitate organic growth.
• Ensure customer statuses are reflective of field activities real time, including maintaining the customer's portal and the Company's database.
• Take ownership of customers issues and follow problems through to resolution.
• Develop, maintain, and optimise service procedures, policies and standards.
• keep accurate records and document customer service actions and discussions.
• Analyse statistics and complie accurate records, to determine action for acjieving required KPI'S and SLA performance.
• Determine and control resources and utilise assets to achieve qualitative and quantitative targets
• Recruit, mentor and develop team members; and nurture an environment where they can excel through encouragement and empowerment
• Conduct performance management and maintain high levels of morale, through an appraisal programme, objective setting, regular 1:1 reviews and team meetings
• Hold regular team meetings, generate team and individual feedback in respect to process and service improvements
• Manage a robust absence process, return to work & holiday approval process.
• Maintain an orderly workflow according to priorities
• Role model the company values
• Delegate required tasks and work streams
• Timely completion of general housekeeping activities
• Promote accurate record keeping of client interaction within the database amongst your team to improve overall communication and effective of delivery.
• Plan resource, accordingly, conducting administrator training where knowledge gaps are found.
• Develop, maintain, and optimize service desk procedures, policies and standards.
• Using Management Information, compile daily and weekly reports for circulation within the Senior Leadership Team to keep internal stakeholder informed on team activity.
  
  

About You

• Demonstable experience as a team leader or in a similar role with the customer service environment.
• Proven working experience as an Operations Team Leader/Manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Ability to make sound decisions, timely, often under pressure
• Strong client-facing and communication skills, both written and oral
• A positive, can-do attitude and the ability to adapt to change
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Familiarity of Customer portals for client status update
• Ability to solve problems efficiently
• Ability to effectively prioritise a busy workload and meet deadlines
• GCSE Math’s and English at grade C or above
• Experience of working in a customer service team and in a fast-paced environment.
• Knowledge of customer service principles and practices.
• CRM knowledge front and back end of the system.
• Experience in Problem solving/ Six sigma preferred
  
  

Does this sound like you?

Then we would love to hear from you, send us your CV using the link below.

Excited about the role, but your experience or qualifications don’t perfectly match everything in the job description? We would encourage you to still apply. Studies have shown that some people, particularly from minority groups are less likely to apply to jobs unless they meet every single qualification.

We are dedicated to building belonging, empowering our colleagues to be their true self by offering a diverse, inclusive and authentic workplace. You may just be the right candidate for this role, or other future roles across our business.