Customer Service Manager

Career Outlook
From £45,000 to £50,000 per annum
10 Aug 2017
16 Aug 2017
Customer Service Manager , Farnham, Surrey - £45,000 - £50,00 pa Exciting opportunity within Customer Services which is a key part of the UK Management Team and is responsible for leading the customer service team. The role will have particular emphasis on excellence in customer service as well as the delivery of best practice and continuous improvement in order to lead and develop the service further as the company continues to grow. This is a challenging role that requires SaaS and IT knowledge with exceptional customer centricity, team building and a motivational style. The right candidate is truly passionate about the customer experience and delivering exceptional customer value, with a proven track record to talk about. You understand what great customer service and business development looks like – both the spirit of it, how to operationalise it and how to lead it. What you will do as the Customer Service Manager: Successfully lead, develop and coach the customer service team so they deliver great customer experience to our customers Drive improvements through an ethos of continuous improvement and by the effective management and implementation of change within the team Manage the relationship proactively with IT and Product Management to ensure all bugs and critical issues encountered are resolved in a timely manner Manage support-driven bespoke development and system changes Suggest and track suitable metrics to highlight areas of excellence and areas needing improvement Promote a culture of continuous improvement (Kaizen) within the team Be the point of escalation within Customer Services. Be the champion of escalations for the customer Manage risk within the context of the team and the company What you will bring to the Customer Service Manager role: Exceptional leadership and management skills with experience of leading teams in a fast moving, agile and growth software business Proven experience of ensuring that a system of continuous review and improvement is embedded so that ‘traditional thinking’ is challenged and innovation pursued B2B background ideally gained from a commercial customer service environment SaaS knowledge and understanding of IT support and technology Strong background in evaluating business requirements, identifying trends and working to build processes/best practices around customer services Ability to cultivate strong customer relationships and understand your customer’s needs An understanding of Lean is highly desirable Please only apply if you live within a commutable distance of Farnham and you have a previous background within Customer Service. CAREER OUTLOOK REGRETS THAT THEY CAN ONLY CONTACT SUCCESSFUL CANDIDATES. This job was originally posted as