Customer Service Manager

As a Customer Service Manager, you will be responsible for leading and developing the customer service team to deliver exceptional service. You will design and implement strategies to improve the customer experience, ensuring that all customer queries, complaints, and feedback are handled professionally and efficiently. You will collaborate with other departments to identify areas for improvement and implement process enhancements. The role requires a strong understanding of CRM systems, data-driven decision making, and leadership skills to inspire and manage a high-performing team. Experience with omnichannel customer support platforms and a focus on customer retention are essential.

• Developing and implementing customer service policies and procedures that align with industry best practices.
• Managing and leading the customer service team, ensuring timely responses to customer inquiries via multiple channels.
• Collaborating with product, sales, and marketing teams to improve customer satisfaction.
• Analyzing customer feedback and behavior data to inform decisions and drive continuous improvement.
• Implementing and maintaining customer service software (CRM systems) to track and analyze customer interactions.
• Handling escalated customer complaints and resolving complex issues efficiently.
• Developing training programs to upskill customer service representatives and improve service standards.

• Fleet Management
• School Transport Coordination
• Parent and School Communication
• Safety and Compliance Management
• Team Leadership
• Routing and Scheduling
• Driver Management
• GPS and Tracking Systems
• Crisis Management
• Data Analysis for Transport Optimization
• Customer Relationship Management (CRM)
• Complaint Resolution
• Omnichannel Support for Parents
• Child Safety Policies
• Regulatory Compliance (School Transport)

• 28 days holiday per year plus bank holidays
• Company pension scheme
• Employee assistance program
• Performance bonuses
• Opportunities for professional growth and development

• Location: Oxford, UK
• Contract Type: Full-Time, Permanent
• Salary: £38,700 per annum
• Hours per Week: 37.5 hours
• Start Date: 26th August 2024
• Experience Required: 2+ years in customer service management or related fields, with experience managing cross-functional teams.