Found Description
Key Responsibilities
- Lead, manage and develop a Customer Service team (UK & overseas)
- Handle complex and escalated customer complaints with professionalism and commercial awareness
- Create and implement structured training programmes
- Review and improve customer service processes, SLAs and KPIs
- Work cross-functionally to enhance the end-to-end customer journey
- Support the rollout of a knowledge-based AI customer support tool
- Monitor complaint trends and implement preventative measures
Requirements
- Proven experience in Customer Success / Customer Experience Management
- Strong call centre / contact centre background (essential)
- Experience managing teams (including remote/offshore)
- Ability to balance customer empathy with business needs
- Process-driven with strong attention to detail
- Confident communicator with strong people management skills ...
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