Customer Service Manager
We, at Travis Perkins, have an excellent opportunity for an experienced Customer Service Manager to join our lively customer services department based in Northampton. In this role you will be integral in shaping our Customer Service strategy from the recruitment of your team to the implementation of a suitable telephony system that offers our customers a professional and caring experience. This is a new channel for our business, and our customers, that you would be fundamental in delivering against agreed KPIs.
Using your excellent communication skills you will work closely with the Marketing team, to ensure integration of the customer contact strategy, as well as the IT department on the implementation of your telephony system. These communication skills will also be required when you confidently engage with, and influence, senior members of staff and wider business stakeholders. Your previous customer service and telemarketing experience will be utilised when driving your team of customer service executives to deliver varying campaign specific objectives of revenue, or non-revenue, generating KPIs against strict deadlines. Alongside this your people management will be put to the test when ensuring the fair management of your team through clear objective setting, clear communication of expectations and effective use of performance management skills.Through this role we hope that you would be able to:
- Increase the engagement of customers on a rolling basis through reactivation of accounts and increase the volume of Trading Accounts and the Customer Engagement Score.
- Create a strategy that reduces the number of new accounts pending (awaiting information).
- Ensure the improved take-up on marketing campaigns (local and national) supported by your own team.
What we can offer you:
We are the UK leader in the building materials and home improvement markets. Recognised as one of Britain’s Top Employers since 2010, we offer our employees access to extensive career opportunities across 20+ leading businesses including Travis Perkins, Wickes, Keyline and City Plumbing Supplies. We operate out of more than 2,000 outlets nationwide and have over 28,000 colleagues.
Despite our size, we’ve got the values of a family run business and the mindset and ambition of a forward thinking company. So there has never been a better time to join us. And if like us you put customers at heart of everything you do, you can expect to be rewarded with a full package of perks on top of a salary that grows with you as you grow in our business.
This job was originally posted as www.totaljobs.com/job/75175022