Location:
Oxfordshire
Posted on:
3 July 2018
Category:
Salary:
Salary on application
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We are looking for an experienced Customer Service Manager to oversee the uk customer services team. You will provider operative leadership and development to the customer service team. 

Key Responsibilities:

  • Lead the customer services team, organise and allocate the work of the individual specialists as well as coach the team for improved results by noting the team needs and company requirements
  • Continuous development of the customer services function, working methods and processes. Troubleshooting in the operative team tasks and in demanding customer service situations ensuring the high-quality service provided by the company in all doing.
  • Continuous development of the software applications usage and improvement of the effectiveness in customer service processes to meet the fast developing needs of the customers and information service market.
  • Cooperation of the system marketing and sales operations as well as communication, reminding and boosting of the system usage to the customers.
  • Cooperation with sales team and active participation to project planning and scheduling.
  • Administer the working time of each team member and participate actively to improve the well balanced work and leisure time management.
  • Administer the vacation scheduling with HR.
  • Coach the team and individual team members for performance growth and ensure the targeted development by systematically processing the performance review cycle in the organization.
  • Actively update the Deputy of the changes in the Customer Service team and Customer Service Manager’s tasks.
  • Local publisher relations. Actively contact the publishers regarding change, discounts, pricing etc.
  • Handle Accounts Receivables for UK, in terms of monitoring, payment advise and ensure deadlines are kept. Preferred experience Customer service team leader or manager role and/or other work experience of equivalent area

Skills & Experience: 

  • Excellent leadership skills
  • Customer service focused attitude and know-how in order to coach the team for improved results and improved spirit.
  • Information delivery business area understanding on customer service area and environment.
  • Time management skills for own duties as well as allocation of the resource needs of the customer service team.
  • Team work attitude and natural effective team leader and role model.
  • Good language skills to provide written and spoken service in English, other languages
  • Good IT-skills to administer various job specific applications and to take the most out of new versions and software changes.
  • Experience and ability to improve cross-organisational cooperation between teams (Publisher Relations, Business Support, Invoicing, Sales etc).

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