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Bookings and Customer Service Manager


Bookings and Customer Service Manager

NEWLY CREATED ROLE for a Bookings and Customer Service Manager to join a well-established company with a national presence.

  • Full Time
  • Ripon


NEWLY CREATED ROLE for a Bookings and Customer Service Manager to join a well-established company with a national presence.

This multidisciplined role requires an experienced manager with a proven ability to manage sales agents to consistently achieve high performance levels and customer service agents to offer a first-class level of customer service. Bookings Agents, Customer Service Agents and Live Chat & Social Media Agents report directly to the Bookings & Customer Service Team Manager, who in turn reports directly to the Franchise Development Manager.

Our client has seen a huge influx in demand and is therefore aiming to recruit an experienced full-time Customer Service Team Manager to meet the high levels of demand for our services nationwide.

Duties and Responsibilities

  • Manage the daily performance of the Bookings and Customer Service Teams.
  • Hire, train, prepare and motivate team members to provide excellent levels of service.
  • Set objectives and analyse Call Centre contact metrics to ensure that both the company and staff meet KPIs.
  • Ensure staff members meet a minimum goal/service level and take corrective action if necessary.
  • Prepare reports and analyse data to ensure performance standards are maintained and growth is consistently achieved.
  • Maintain high personal standards, with an observant and detail-oriented approach, ensuring every customer is dealt with professionally.
  • Work constructively alongside the Franchise Development Manager to identify staff and process efficiencies to ensure the mutual success of both departments.

Skills and Qualifications

  • The desired candidate should have experience managing both Sales and Customer Service Teams and have several or all the following skills and qualifications:
  • High achieving, ambitious and results focused
  • Excellent professional standards and integrity
  • Strong understanding of data analysis and sales pipelining
  • Outstanding organisation and superb analytical and multi-tasking abilities
  • Experience preparing KPI reports
  • Self-motivated to ensure high individual and team performance levels
  • Excellent communicators with a consistently positive attitude
  • High levels of personal motivation to succeed
  • Strong command of the English language and a high standard of English literacy
  • A high degree of computer literacy
  • Good team-working ability and self-discipline

Salary is negotiable depending on experience.

Hours – Monday – Friday 8am – 6pm.

Interested? Email your CV to Emma at EM Recruiting TODAY!

To apply for this job email your details to emma@emrecruiting.co.uk.