Role details

This position is now filled

Customer Care Manager

Birmingham   •  Permanent

Bullet points

  • Care
  • Customer Service

About Our Client

The company is a national company covering the whole of the UK and offers bespoke car conversion and adaption solutions to individual customer's by converting production vehicles into wheelchair accessible vehicles for physically impaired drivers and passengers.

Job Description

You should be able to effectively;

  • Manage the Customer help desk
  • Ensure customer issues are resolved in an expedient manner
  • Train customer facing personnel
  • Set specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints in a pro-active manner
  • Establish best practices through the entire customer support process
  • Follow up with customers to identify areas of improvement
  • Generate weekly and monthly reports monitoring key performance indicators and establishing positive and negative trends
  • Provide customer feedback to the management team
  • Attend training sessions and/or meetings as required.
  • As needed, deputise for customer service staff during holidays or illnesses.
  • Working in a team environment, the Customer Care Manager is responsible for coordinating communication between customers, the field staff and the internal support staff.
  • Provide feedback to Customer Services / Research & Development Departments on equipment reliability and design.
  • Arrange vehicle familiarisation checks
  • Perform other duties and projects at the discretion of the Line Manager

The Successful Applicant

My client is looking for someone who is:

  • Passionate about the service that they are providing for the care sector!
  • Strong in terms of management skills
  • adept at handling field and office expectations
  • able to teach, train, coach and improve members of teams from different backgrounds
  • create a team environment
  • Be a solution finder, not a problem reporter.
  • Be excited about progressing within a growing and developing business at the start of its growth plan.

What's on Offer

25,000- 30,000