Customer Service Manager

Customer Service Manager Location: Hoddesdon, Hertfordshire Working Hours: 9:00 – 17:00 – Monday to Friday Salary: £32,000 The Role: Customer service is at the heart of what we do and therefore we are looking for an individual who can demonstrate a very high standard of customer centricity. Being empathetic is key, especially when customers are having problems with a product or service they purchase. You should be an organised, enthusiastic individual who is passionate about providing an excellent service to the customer – whether the going is smooth or tough. We want you to be customer obsessed to insure a positive experience with every client. You should be able to work on your own or work as part of a team, ensuring that service requests are completed to the highest standard, from the initial call, to completion. Key Responsibilities: Responding promptly to customer enquiries via phone or email. Handling and resolving customer complaints in a professional and empathetic manner. Processing customer requests (service tasks, consumable orders, installations) in the shortest and most efficient way. Collaborating with other departments to resolve complex customer issues. Identifying and escalating priority issues to the appropriate team members. Guide our clients through the installation process, discussing and agreeing delivery dates & installation dates, expected timescales, insuring all products are on site whilst being on hand for any questions that might arise throughout. You will be able to empathise with clients and support them throughout their installation journey. Attend customer meetings with key stakeholders and our clients regarding complex installations. Obtaining feedback from our clients to collate our NPS and recommend any corrective action required. Striving to meet exceed customer service targets and goals. Continuously seeking opportunities to improve processes and enhance the overall customer experience. Be part of a supportive team; regular team and management meetings, working closely with our head of service and operations. Updating customers with a service-related issue on a regular basis until the problem is resolved. Triage customer calls. Monitoring and reporting performance, issues and trends. Qualifications / Key Skills Extremely well organised. Customer Champion mindset. Excellent communication skills by verbal and written. Strong interpersonal / relationship-building skills Computer literate Strong attention to detail, as will be taking and processing orders as well as coordinating / controlling Critical thinking and problem solving skills. Management ability. Ability to multi-task and stay organised. A friendly and professional demeanour. Talent for recognizing the opportunities for process improvement. Ability to work quickly under pressure. Willing to take ownership of problems and see to resolution. About Marble Talent As engineering recruitment specialists, we pride ourselves on the ability to turn aspiring candidates at the beginning, middle or towards the end of their engineering careers into successful, professional engineers place at the right companies. We are interested in people from all walks of life, as long as they have the passion to succeed in engineering. Our goal is to become the recruiter of choice for UK engineering companies. We will do this by continuing to deliver a first-class service for both clients and candidates