Job Description

JOB TITLE: Customer Care Manager - 14 Month FTC

LOCATION: Bridgwater, Somerset

SALARY: Up to £33,000 PA

HOURS: Monday - Friday, 37.5 hours per week (between 8am - 5pm)

BENEFITS: Generous holiday entitlement (as well as the option to purchase 3 additional days each year), cycle to work scheme, free on-site parking, discount off full gym membership, competitive pension scheme and access to an award-winning Employee Assistance Programme service.

Are you a passionate and driven individual with the proven ability to be a fantastic leader? If so, we may have the perfect role for you! We are working with highly successful manufacturing company who are seeking a talented Customer Care Manager to join and lead a dynamic and innovative team for 14 months on a fixed term contract. You will play a critical role managing a team of advisors who maintain and develop sales of products, handle all administration and service aspects of the ordering cycle and manage all aspects of the price administration to support the UK market.

The successful candidate will drive efficiency through leadership, process reviews and continual improvement to ensure the department is running in a professional and positive way to achieve and exceed department KPI's and increase customers satisfaction and expectations.

Key duties and responsibilities:

Recruit, coach, mentor and develop 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 department's 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 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 Terms & Conditions and customers' contract agreements

Complaint management and escalations

Implement and manage improvements to enhance the customer journey and the customer experienceEssential skills and qualities:

Previous experience managing or leading a team

Excellent verbal and written communication skills

Highly organised and adaptable

Strategic thinking

Have a patient and understanding approach

Polite, friendly and professional

Great listener

Exceptional customer care skills and willingness to go the extra mileIf you possess the required skills and experience and are eager to join a company that places high value on its employees, apply online or send your CV directly to (url removed) or call our team on (phone number removed) for more details.

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