Customer Operations Manager

Horsham, Sussex
Solutions 2 Recruitment

We are looking for an experienced Customer Operations Manager for our niche sector client based in Horsham. The role is to manage the Sales Team and provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention and to meet their expectations. Monday to Friday – 38 hour week – £38000 – £40000

Key Responsibilities:

• Improve customer service experience, create engaged customers, and facilitate growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and vision
• Employ strategies focused towards that mission
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• 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
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Maintain an orderly workflow according to priorities

Requirements:

• Good organisational and planning skills with proven track record of project / task prioritisation
• Good problem-solving skills
• Good understanding of customer requirements with proven track record in exceeding customer expectations
• Willingness to adopt flexible work patterns when required to meet business needs
• Willingness to work with all levels within the organisation
• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills
• Strong client-facing and communication skills
• Customer service orientation