Client Services Team Manager
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Heard of us?
We're an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity and technology solutions. We support our customers with a range of products and services to meet their needs.
Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we're committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.
This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.
Job Purpose
The role of Client Services Team Manager is important to us. You will be responsible for developing and delivering service levels required to provide the customer with the best experience possible, to stimulate customer retention and generate additional opportunities across our product portfolio. You will lead a team of Client Service team members and be involved in activities such as coaching, monitoring and managing performance and ensuring that customer enquiries are handled efficiently and effectively.
We would love to welcome you to our Shrewsbury office, with the working hours of Monday - Friday 8:30am - 5:00pm/9:00am - 5:30pm.
Your responsibilities day to day will be:
• Supervising, guiding and motivating the team to help colleagues work together and ensure they're delivering great customer service.
• Organise and delegate workload as well as monitoring output to ensure quality of work.
• Providing quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints - building long standing relationships with our clients.
• Managing daily/monthly/quarterly reporting for customers.
• Enhance performance by setting clear accountable performance measures.
• Create a culture which achieves the business goals and objectives with regards to delivering outstanding customer service.
• Act as a point of escalation where required.
• Delivery of KPI's relating to customer satisfaction.
• Promote and enhance 'First Call Resolution'.
• Act as the 'Voice of the Customer' across the organisation.
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
• Work effectively with all stakeholders in Sales, Operations, Commercial and Finance.
• Drive quality and consistency of service.
What do we expect of you?
• Extensive experience of managing customer accounts and dealing with query resolution.
• Established track record of exceeding targets, KPIs and SLAs, in a quality led service environment.
• Demonstrate ability to motivate and communicate with others at all levels.
• Excellent communication skills.
• Able to adapt and succeed in a fast paced, changing environment.
• The ability to multi-task and work comfortably under pressure.
• Identify issues and work to resolve them in partnership with all other areas of the business.
• An ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group's actions.
What can you expect of us?
• A friendly culture that mirrors our proposition to our customers.
• A fast-growing organisation that defines itself as being agile and innovative.
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• A commitment to building a working environment that values inclusivity, innovation, agility, and drive.
And of course, you will be compensated competitively along with bonus potential and a good range of core benefits.
Still curious?
If you're interested but not sure if you have all the criteria listed... have a chat with us. We are open to applications from varied backgrounds.
Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background
We do not accept speculative agency CVs. Any CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.
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