Customer Service Manager, Office Angels

Office Angels

Location:
United Kingdom, Chelmsford

Category:
Customer Service

Contract Type:
Employment contract

Salary:

40000.00 - 45000.00 GBP / Month

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Job Description:

As the Customer Service Manager, you will play a pivotal role in shaping and enhancing the clients' experiences for a dynamic business within professional services in Chelmsford. You will resolve client issues, respond to reviews, ensure client satisfaction, monitor KPIs, promote exemplary service culture, train teams, and implement process improvements.

Job Responsibility:

Be the main point of contact for resolving day-to-day client issues via phone, email, and other platforms
Manage and respond to all online reviews (e.g., Trustpilot and Google) in a professional and timely manner
Ensure high levels of client satisfaction by identifying and resolving service issues before escalation
Monitor customer service levels and generate regular KPI reports for management review
Promote and help embed a 'Client First' culture across the business, including providing Customer Service training and coaching to the wider team
Identify trends, recommend service improvements to the Operations Director and implementing process improvements where necessary
Maintain accurate records of client interactions and resolutions using customer service software and internal systems
Collaborate closely with other teams to ensure a seamless client experience
Support with any other duties necessary with the level of responsibility of this role as needed

Requirements:

Previous experience in customer experience management, preferably in a professional services environment
Outstanding verbal and written communication skills
Strong ability to analyse data and translate it into actionable insights
A proactive approach to identifying challenges and implementing solutions
An enthusiastic collaborator who enjoys working with a diverse range of individuals

What we offer:

The office is just a short walk from Chelmsford train station, making your commute a breeze
My client has a culture of collaboration and support meaning your ideas will be valued
Committed to your development and provide opportunities for advancement
Understand the importance of balance and they strive to support their team's well-being

Additional Information:

Job Posted:
May 28, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Service Manager