Customer Service Manager

We are currently recruiting for a Customer Experience Manager to join our team in Langley.\n\nOVERALL PURPOSE OF ROLE\n\nTo manage all customer experience touch points ensuring that we deliver an exceptional service to all customers.\n\nResponsibilities/Accountabilities:\n\nTo develop, manage and delight internal and external customer relationships with new and existing customers.\nEnsuring contract delivery is, at a minimum, in accordance with Group and client requirements\nManaging correspondence from clients and customers in a timely professional manner\nBeing the ‘back stop’ point of contact for escalated queries from clients and customers\nProactively monitoring client satisfaction and proactively addressing issues as necessary to prevent dissatisfaction\nDeveloping and enhancing lines of communication in accordance with client and customer needs\nPromoting good working relationships with colleagues, clients, customers and other stake-holders, whilst demonstrating an inherent commercial awareness\nEnsuring that every opportunity is maximised to achieve higher customer satisfaction ratings through the demonstration of Cardo's Core Values\nProviding support and advice on procedural and technical matters\nPlanning, allocating and evaluating team and individual workload to resources\nPutting safety and health at the heart of decision making, asking, listening and responding, creating an environment where ideas are freely expressed and lessons learnt without fear of recrimination.\nProviding a working environment where people feel valued and listened to understanding your teams requirements to succeed\nProactively promoting engagement between your staff and the community\nEffective One to Ones and PDPs\nCreating and delivering on learning opportunities for your people through effective talent management and career and succession planning.\nPromoting and encouraging information and knowledge sharing between team members\nGiving your people the tools they need and allowing them to make decisions aligned with their responsibilities\nSharing best practice information through all people within your Account parameters\nDemonstrating to your teams that you are their example of how the Cardo core values should be livedSkills & Experience:\n\nCustomer-Centric Mindset\nCommunication skills\nData Analysis & Insights\nConflict resolution and problem solving\nTeam Leadership & Collaboration