Customer service manager

  • Location
    Manchester, Greater Manchester
  • Salary
  • Category
    Sales & Retail - Customer Service Manager
  • Job type
  • Industry
    Transport and Logistics
  • External Reference

Job Title: Customer Services Manager

Purpose: To lead the implementation and management of the company's customer service policy and ensure delivery against the customer charter.

Main Responsibilities and tasks

  • Leading and managing the customer service centre team to deliver responsive service to customer enquiries

  • Measuring customer satisfaction and supporting the senior management team to improve services

  • Analysing customer feedback data to improve functional performance and to provide other functional managers with customer feedback

  • Supporting the operations team to use customer feedback data to plan and develop improvement plans for customer service

  • Collating necessary reports for senior leadership team, Transport for Greater Manchester (TfGM), and other key stakeholders as required

  • Leveraging best practice across the Group and develop and deliver training

  • Working with the Marketing and Communications Manager to developing and delivering customer engagement campaigns

  • Managing a small team responsible for service delivery information via social media and websites

Key Safety Responsibilities:

  • To act in a manner as to ensure the health, safety, welfare, environment and fire safety of yourself and others in the organisation as well as any clients and visitors.

  • Ensure that you and any guests to any company premises understand emergency and evacuation arrangements.

  • Ensure your working environment is maintained in a safe and tidy condition.

  • To act proactively in identifying and any unsafe practices or safety risks in the organisation and reporting these through the appropriate channels.

  • Ensure adherence to all relevant company and Go-Ahead group company policies and procedures.

Knowledge and Skills Requirements:

  • Proven experience of customer service excellence

  • Effective leadership skills

  • A good understanding of data privacy standards/GDPR

  • Advanced communications skills

  • Customer-facing management experience

  • Experience of managing change effectively

  • Highly motivated

  • Clear and concise written skills

  • Organised and efficient

  • Good knowledge of all computer systems, with the ability to learn new systems

  • Ability to work autonomously

  • Decision maker

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

Please apply with your CV to: Charley Lawlor