Closing Date: 25th October 2024
Vidu are working on a super exciting assignment in the search for a Client Services Manager on behalf of a rapidly growing, extremely forward thinking Ecommerce Distribution business.
If you’re a solution focused, technically minded Customer Services professional working within eCommerce and Managed Mail distribution, experienced dealing in complex queries and handling investigations, with strong communication skills and excellent attention to detail, ready to switch your career up a gear, this role will be right up your street!
This is a hybrid role with travel to Kent 3 times a week, or as and when required by Management and the team.
Our client has engaged with Vidu VIP to commence the initial search.
Our team of dedicated consultants will be your first point of contact when applying for this role.
Scope of the Role:
You will be responsible for leading, developing and mentoring our clients Customer Service team, ensuring client satisfaction, staff and client retention, oversee and drive the team to meet SLA, in addition to assisting clients, resolving issues, and implementing changes that can strengthen our client’s relationship with their customers and internal communications and processes.
Your natural ability to show empathy and deal professionally with a variety of difficult and sometimes emotionally challenging situations is as important as your sales skills with this role.
Key Responsibilities:
Working with the Onboarding Team to take over the management of new clients after the two-week onboarding period whilst developing trusted, valuable working relationships.
Successfully leading and developing a team of Client Services Administrators and customer care specialists.
Generating service and tracking reports for clients and the Senior Management Team. Utilising Salesforce to track and manage workflow.
Coaching and supporting team members to ensure they meet company goals and objectives.
Documenting client communications for visibility across the group.
Providing quotations and supporting the team to provide accurate quotations.
Conducting Customer service presentations and workshops.
Being a knowledgeable and confident point of contact for customers and staff seeking advice on our products, services and systems.
Providing a direct point of escalation for swift resolution to problems either internally or directly to clients once a thorough investigation has taken place.
Developing and maintaining internal processes to ensure that the relevant systems and or procedures are kept up to date for cross training and staff cover.
Ensuring that the client support function is available from 8:30am until 17:30pm without down time, Monday to Friday.
Previous experience leading and developing a team in a Client Services Manager or Customer Development Manager role within eCommerce distribution is essential.
A passion for delivering a first-class customer experience and the ability to maintain a positive and cheerful disposition.
Excellent communication skills and the ability to relate positively to and engage with a wide range of people internally and externally.
Strong personal and professional presentation, in addition to a high attention to detail and excellent organisational skills.
Excellent IT skills are essential, and you must be au-fait with sales CRM software such as Sales Force.
The ability to report accurately all key customer service and marketing information in a timely manner adhering to deadlines.
