Job Title: Customer Services Manager
Location: Ridham, Sittingbourne, Kent
Salary: £35,000 – £40,000 per annum depending on experience
Job type: Permanent, Full-time (40 hours per week Monday – Friday)
Countrystyle is a member of the family-owned Heathcote Holdings Group of resource management companies and as a family run business our people and customers are at the heart of our growth and drive for passion for solution focused service.
About the role:
Countrystyle recycling are looking for an experienced customer service manager to create and deliver a customer service team to provide excellent customer service and to promote this idea throughout Countrystyle. The goal is to increase customer satisfaction, loyalty and retention and to meet client’s expectations.
Main Duties Principle Responsibilities
- Improve customer service experience, engage customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused on that mission
- Develop service procedures, policies, and standards
- Keep accurate records on Countrystyle’s CRM including documents, actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement, including communicating with customers
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Maintain an orderly workflow according to priorities including the inputting of clients orders
- Plan and attend customer appointments in a timely and professional manner
- Attend regular sales meetings, to review prospect activity, solutions and results
- Maintain CRM regarding all customer details and prospecting activity. Produce monthly activity reports, detailing all pipeline activity and progress, keeping accurate record of all contacts and discussions
- Monitor and report on all competitor and market activity encountered
- Work with Countrystyle employees to build knowledge, improve the sales process and develop a profitable business and relationships
- Carry out full waste management audits for targeted customers to supply a comprehensive Waste Solution / Proposal and recommendations
- Comply with all Health, Safety, HR, Quality and Environmental policies and procedures
The above list is not exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post. Job descriptions are regularly reviewed to ensure they are an accurate representation of the post.
About you:
Skills:
- Advanced troubleshooting and multitasking skills
- Proficiency in English
- Strong organisational and communication skills, both verbal and written (including report writing)
- Problem-solving
- Working knowledge of customer service data base and tools
Experience:
- Proven working experience as a customer service manager
- Previous experience of working to demanding deadlines
- Experience of using a CRM system
- Experience minimum 2 years (Desirable)
- Experience in working in a similar field (Desirable)
Qualifications:
- Proficient in all Microsoft Office applications
- Proficient in the use of CRM systems
- Degree or equivalent qualification (Desirable)
Competencies:
- Proactive, innovative and dynamic
- Works well under pressure
- Able to communicate at all levels
- Self-motivated with the ability to work independently if required
- Team player
Benefits:
- Company Pension
- Company events
- On site parking
- Cycle to work scheme
- Wellness programme
- Burger van on site once a week
- Performance related bonus
- Investment in career development
Please click on the APPLY button to send your CV and Cover Letter for this role.
Overseas candidates will NOT be considered for this role. We are not sponsoring Visa’s at this time, so please refrain from applying unless eligible to work in the UK.
Candidates with the relevant experience or job title of; Customer Service Representative, Client Services Team Leader, Customer Support, Client Services Manager, Senior Customer Service Advisor, Customer Service Consultant, Customer Service Coordinator, Customer Support Manager, Sales Customer Service, CRM, Sales Office Manager, Customer Services Officer, Senior Customer Services Advisor, Senior Customer Service Administrator, Sales Administrator and Administrative may also be considered for this role will be considered for this role.
