Customer Success Manager

Customer Success Manager

Salary: 45k to 47k plus 25 days holiday, health insurance, pension, 2 annual conferences, parking and flexible working!

Hours: Monday - Friday, 37.5-hour week with flexible working

Location: Chessington

Start Date: ASAP

About YOU:
Are you passionate about delivering exceptional customer experiences?

Do you thrive in a dynamic environment where your leadership can make a difference?

If so, we invite you to be an ambassador for our client, leading a high-performing customer experience function that embodies their core values.

About the role:
As the Customer Success Manager, you will spearhead a "Customer First" approach that delights customers whilst developing a dedicated and engaged team. Your mission? To ensure our customer service shines brightly!

Responsibilities:

Customer Service Team Management:

• Lead and engage a small team of customer service advisors to deliver top-notch service.
• Serve as an exemplar of high-quality customer service reflecting the brand values.
• Handle escalations and resolve customer complaints effectively.
• Conduct annual appraisals and identify training needs for team members

Customer Service Delivery:

• Champion the voice of the customer within the organisation.
• Ensure timely and accurate processing of customer inquiries and orders.
• Oversee customer repairs and invoicing, maintaining strong administrative processes.
• Manage and improve customer service contracts, focusing on growth and risk reduction

Cross-Functional Collaboration:

• Interact with various departments, ensuring seamless order fulfilment and customer updates.
• Act as the primary contact for customer service in our Germany HQ.
• Collaborate with the Operations Manager on continuous service improvement initiatives.
• Attendance at operations meetings and bi-annual company gatherings.
• Maintenance of office facilities and supplies.
• Reporting on customer satisfaction metrics and feedback.

What We're Looking For:

• 5+ years' experience in customer service management with a proven track record in team leadership or similar
• Ideally familiarity with ISO 13485:2016 and SAP ERP systems.
• Exceptional oral and written communication skills.
• A proactive, solution-oriented mindset with a knack for process improvement.
• Experience working within a high-performing team and cross-functional environments.

Why Join Us?

• Be part of a vibrant, collaborative culture that values growth and sustainability.
• Lead a passionate team dedicated to making a difference in customer experiences.
• Engage in continuous learning and development opportunities.

How You Will Be Measured:

Your performance will be reviewed annually through a formal appraisal process, focusing on your delivery of key performance indicators (KPIs) to ensure success and growth in your role.

Ready to make an impact? If you have what it takes to lead a dynamic team and drive exceptional customer experience, we want to hear from you! Apply today and embark on this incredible journey!

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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