Customer Service Manager

at  Alliance Automotive Group

THE OPPORTUNITY:

Are you passionate about delivering exceptional customer experiences? Do you have a knack for leading teams to success? We’re looking for a dynamic and driven Customer Service Manager to join our team in Exeter! This is your chance to make a real impact by leading a dedicated team of customer service advisors, ensuring that every interaction reflects our commitment to excellence. If you thrive in a fast-paced environment and have a strong background in team management, this could be the perfect role for you!

WHO WE’RE LOOKING FOR:

We’re seeking a leader with a proven track record in customer service management, whether from retail, a contact centre, or a related field. You should be someone who prioritises team wellbeing, engagement, and development. Here’s what you’ll need to succeed:

• Leadership Experience: You’ve managed a team before and know how to keep them motivated, engaged, and aligned with company goals.
• Communication Skills: You’re a strong communicator, able to manage expectations and handle challenging conversations with professionalism and empathy.
• Decision-Making Ability: You can make quick, confident decisions in a fast-moving environment, ensuring that any issues are resolved swiftly and effectively.
• Analytical Mindset: Your detail-oriented and enjoy analysing data to find areas for improvement, always looking for ways to enhance efficiency and service quality.

In this role, your responsibilities will be varied and impactful. Here’s some of the ways you’ll be contributing to our success:
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Lead and Inspire the Team: Motivate and manage the customer service team to consistently deliver exceptional service and meet company objectives.

• Shift Leadership: Lead shifts, ensuring that service levels are consistently met and that the team is aligned with daily goals.
• Team Development: Oversee the training and ongoing development of team members, ensuring they have the skills and knowledge to excel.
• Customer Satisfaction: Handle escalated queries and complaints, turning challenges into opportunities for positive outcomes.
• Performance Monitoring: Track team performance, monitor key metrics, and implement improvement plans where necessary.
• Continuous Improvement: Identify trends, conduct root cause analysis, and suggest enhancements to processes for better efficiency and customer satisfaction.
• Quality Assurance: Regularly review individual customer interactions, ensuring high standards are maintained across all communication channels.
• Data Analysis: Generate and analyse reports to support decision-making and drive performance improvements.
• Expert Support: Serve as the go-to expert for all customer service-related queries, providing guidance and support to your team.
• Process Development: Create and refine processes that boost the overall performance and efficiency of the customer service team.

This is more than just a job; it’s an opportunity to shape the future of customer service within our company. If you’re ready to take the next step in your career and lead a team to success, we want to hear from you!