Customer Operations Manager
Salary: Competitive package
To manage and develop a multi-site UK Customer Operations, ensuring a customer focussed and efficient operation within both the multi-channel UK and International business
To manage and develop a multi-site UK Customer Operations, ensuring a customer focussed and efficient operation within both the multi-channel UK and International business to include sales order processing to the value of cï¿½50 million & managing inbound calls and e-mails and all other office based Customer Services functions within the company.
To manage and develop customer facing projects including business integration.
ï¿½To identify & implement system changes in conjunction with company IS that improves the efficiency of the operation and level of service provided.
ï¿½Define, implement and develop all departmental procedures and KPIï¿½s to include order processing and the management of Customer enquiries in line with the ISO quality system.
ï¿½Liaise, communicate & build relationships with Customers at all levels in a professional and caring manner and resolve Customer issues when required.
ï¿½Plan and develop the workforce to ensure maximum efficiency and customer focus within the agreed budgetIdentify and implement both induction and ongoing training using both internal and external resources.
ï¿½Produce operational reports and graphs that support the business.
ï¿½To be available to assist and manage other Customer related business projects & initiatives as required.
ï¿½Responsible for promoting a positive commitment to H&S and to ensure that staff are fulfilling their H&S responsibilities.
ï¿½Undertake personal training as required to keep abreast of role requirements within department.
ï¿½To have awareness of needs of both the Customer and the Marketplace, ensuring that Customers requirements are fulfilled at all times.
Skills and Experience
ï¿½Previous project management experience
ï¿½Previous experience of successfull post acquisition integration
ï¿½Experience in customer services management
ï¿½Systems and procedural knowledge
ï¿½Ability to demonstrate success in leadership and motivation
ï¿½Ability to drive change to meet business need
ï¿½Highly computer literate and analytical
ï¿½High level of computer and systems knowledge including ï¿½ MS Office (Excel/Word)Experience with ACD system
ï¿½Excellent telephone techniques and listening skills
ï¿½Ability to work under pressure to achieve targets
ï¿½Understanding of Customer needs
ï¿½Ability to prioritise work
This is an excellent opportunity to join a market leading company in a key senior management role as it embarks on its next phase of growth. The successful candidate will enjoy a challenging and rewarding role with significant levels of responsibility and career opportunity.
Job Ref No: DP-COM
This job has now been successfully concluded.