Job Description

Customer Service Manager

Overview

We are seeking a highly motivated, dedicated, and organised Customer Service Manager to lead our customer service and appointment

scheduling operations, with a primary focus on coordinating appointments for building surveyors to visit customers' homes. The

successful candidate will demonstrate ambition, a commitment to supporting a growing business, and the ability to deliver exceptional

customer experiences.

Reporting to the Operations Director and Managing Director, the Customer Service Manager will play a key role in alleviating their

workload by overseeing a customer service team and ensuring efficient, streamlined scheduling processes. A strong understanding of

UK geography and postcode areas is essential to optimise appointment logistics.

Key Responsibilities

Appointment Scheduling

: Coordinate and manage the scheduling of surveyor appointments at customers' homes, ensuring
optimal time slots and clear communication with both customers and surveyors.

Customer Interaction

: Handle customer inquiries, resolve issues, and provide clear, professional communication via phone,
email, or other channels to ensure a seamless scheduling experience.

Team Management

: Lead, train, and motivate a team of customer service representatives to deliver high-quality service and
meet performance targets.

Process Optimisation

: Develop and implement efficient scheduling procedures to maximise surveyor productivity and
customer satisfaction while minimising conflicts or delays.

Data Management

: Maintain accurate records of appointments, customer interactions, and surveyor availability using CRM
and scheduling software.

Issue Resolution

: Address and resolve scheduling conflicts, customer complaints, or surveyor delays promptly and
professionally.

Collaboration

: Work closely with surveyors, management, and other departments to ensure smooth operations and
alignment with company goals.

Performance Monitoring

: Track and report key performance metrics, including appointment completion rates, customer
satisfaction scores, and team productivity.

Policy Adherence

: Ensure all customer interactions and scheduling practices comply with company policies, industry
standards, and data protection regulations.

Qualifications

Experience

: Minimum of 5 years in customer service, with at least 2 years in a supervisory or management role. Experience
in scheduling or logistics is highly preferred.

Skills

:
o Exceptional organisational and time-management skills.

o Strong interpersonal and communication skills, both verbal and written.

o Proficiency in CRM software, scheduling tools, and Microsoft Office Suite.

o Ability to handle high-pressure situations and resolve conflicts effectively.

o Leadership skills with a focus on team motivation and development.

Education

: Bachelor's degree in business administration, management, or equivalent experience.

Attributes

: Detail-oriented, customer-focused, proactive, and adaptable to changing priorities.

Working Conditions

Location

: Nottingham (No hybrid working)

Schedule

: Full-time, with occasional flexibility required to accommodate customer or surveyor needs.

Travel

: Minimal, but may include occasional visits to client locations or training sessions.

Why Join Us?

o Opportunity to lead a dynamic team in a customer-centric role.

Competitive salary + Quarterly Bonus and benefits package. Supportive work environment with opportunities for professional growth.
Job Type: Full-time

Pay: 28,000.00-35,000.00 per year

Work Location: In person