Customer Service Manager

• Annual Salary: £35k - £38k DOE
• Location: NW London
• Job Type: Full-time

We are seeking a proactive and experienced Customer Service & Internal Sales Manager to lead our internal sales and customer service teams. This hands-on role is pivotal in driving sales growth and ensuring outstanding service delivery to our customers.

Day-to-day of the role:

• Coordinate daily operations of the customer service and internal sales teams to ensure high-quality service delivery.
• Manage customer inquiries and complaints, ensuring timely resolution and appropriate communication.
• Oversee the processing of customer orders and returns, managing credits and debit notes accurately.
• Conduct and manage daily calls for both departments, addressing all issues efficiently.
• Perform cold calls in the internal sales department to explore new opportunities and follow up with existing leads.
• Mentor and motivate teams to drive sales growth and achieve performance targets.
• Conduct regular training sessions to enhance team skills in sales techniques and customer service excellence.
• Oversee daily operations, ensuring timely and effective responses to customer enquiries and issues.
• Monitor and review team performance metrics and produce regular reports for senior management.
• Analyze customer feedback to identify trends and opportunities for improvement.
• Maintain and update CRM records, ensuring best practices are followed to enhance customer experience.
• Build and develop customer relationships to increase selling opportunities and instil confidence in our product range.

Required Skills & Qualifications:

• Fluent in English, both spoken and written.
• Suitable/transferable A Levels, Graduate Degree, MBA or equivalent.
• Minimum of 5 years of experience in internal sales and customer service, with at least 2 years in a managerial/leadership role.
• Proficiency in Microsoft 365 (One Drive, Outlook, Word, Excel) and CRM software.
• Strong analytical skills with the ability to make data-driven decisions.
• Excellent leadership, communication, negotiation, and interpersonal skills.
• Ability to manage and prioritise multiple deadlines within a tight schedule.
• Understanding of architectural drawings and technical specifications is desirable.

Benefits:

• 25 days annual leave plus bank holidays and an additional day off for your birthday.
• Company Pension Scheme.
• Private Healthcare.
• Non-Sickness Bonus.

To apply for the Customer Service & Internal Sales Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.