Role Purpose:

• To help build and maintain good customer relations and measurable high levels of customer satisfaction

• To develop, maintain and own the customer service standards for the business

• To manage and lead a team of customer services staff

• To have the full responsibility and accountability for managing the daily work load of the customer service

• To implement development plans and goals for each member of the team based on team and Company objectives

Main Responsibilities:

• Developing and updating customer service procedures, policies, standards and systems: cooperating with sales and other internal departments to discuss possible improvements to customer service

• Handling queries (from customers and staff) and providing help, advice, service and information to customers regarding products or orders by telephone, email, website or other contact channels

• Investigating and solving customers' problems, handling customer complaints or any major incidents, issuing credit notes to customers

• Developing and measuring performance indicators to ensure effective customer service and response: analysing statistics or other key data to determine how well customers are being served in order to initiate improvements

• Ensuring that all customer service staff have clear objectives, and have review processes in place: motivating and supporting the customer service staff to develop their individual capability and to achieve the team objectives

• Develop and maintain team working with both internal and external customers, colleagues, and peers. Continuously develop knowledge and understanding of customers, products and company procedures/policies.