Customer Care Manager

Weekly hours: 37.5 hours between 8am and 5pm?

Contract: 14-month fixed term contract Maternity Cover

Job Solutions Ltd are delighted to be assisting our client with their recruitment for a temporary Customer Care Manager to join their busy, professional team.

Overall job role objective:

The Contracts Customer Care Manager plays a critical role managing a team of Customer Care Advisors (Contracts and Estimating) who in turn maintain and develop sales of products, handle all administrative and service aspects of the ordering cycle for the Specifications channel, and manage all aspects of the price administration to support the UK Market.

The Customer Care Manager will drive efficiency through leadership, process reviews and continual improvement to keep the department running in a professional and positive way, to achieve and exceed departments KPIs, and increase customer satisfaction, loyalty and expectations.

As part of the Management team within the Customer Care department, the role also includes providing general support to the Retail Customer Care Manager, as well as deputising for the Head of Aftercare & Contracts.

Specific role responsibilities:

• Recruit, coach, mentor and develop Customer Care Advisors and nurture an environment where they can excel through encouragement and empowerment
• Carry out monthly 1:1s, mid-year and yearly appraisals.
• Set clear goals and deploy strategies focused towards these goals.
• Work closely with the Directors of Sales, to maintain and develop sales of products to UK Specification accounts.
• Manage the pricing and quotations/campaigns cycle for the Retail, Specification and Export Markets
• Develop, adapt and review our service procedures and processes to improve the departments efficiency
• Engage and lead projects to constantly improve ways of working.
• Manage invoice query analysis, work with Finance/Customer Care to build action plans to achieve first time invoicing rate
• Accurately report and analyse on agreed KPIs to both Management and the Contracts Customer Care team.
• Undertake root cause analysis and eliminate costs caused through inaccurate performance.
• Ensure company processes are kept up to date specifically linked to both our Terms & Conditions and our customers contract agreements.
• Complaint management and escalations
• Implement and manage improvements to enhance the customer journey and the customer experience.
• Learn and adhere to all Company procedures and requirements
• Deputise for Head of Aftercare & Contracts as and when required

Skills & Experience

• Will be a proven leader
• Excellent verbal and written communication skills
• Will possess excellent Time management
• Flexibility
• Adaptability
• Highly organised
• Performance management
• Operations Management
• Strategic thinker
• Experienced at training and developing direct reports
• Will have a patient and understanding approach
• Have strong influencing and persuasion ability
• Industry experience
• Have a problem-solving attitude
• Analytical skills
• Great listener
• Good level of professional and emotional maturity
• Polite, friendly and professional
• Have strong attention to detail
• Ability to look for continuous improvements

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