Customer Service Manager

Location: Leeds, UK
Salary: £30,000 base + Performance Bonus + OTE 
Job Type: Permanent 

Our client are a growing business within the renewables sector, they are seeking a proactive Customer Success manager to ensure high standards of customer service and product quality across the business. This role involves managing online reviews, quality control, and complaints. 

Key Responsibilities:

• Monitor and respond to online reviews, encourage positive feedback, and maintain our brand image to enhance and protect our reputation.
• Review calls from sales and project management teams to ensure compliance with established protocols and quality standards.
• Address first-level complaints, lead investigations, and ensure that customer satisfaction meets company expectations.
• Assist in creating engaging content, organize video testimonials, and produce instructional videos to support customer use of our technology.
• Manage complaints and lead investigations to meet quality standards and deadlines.
• Maintain strong response times per SLA requirements, ensuring targets are met to deliver a positive customer experience and promptly resolve issues.

Requirements:

• Strong communication skills, with the ability to handle difficult and upfront conversations.
• Proven experience in customer success, quality assurance, or a similar role
• Excellent negotiation skills.
• Familiarity with creating and managing online content.
• Detail-oriented with a commitment to maintaining high standards of quality and customer satisfaction.

Work Schedule:

Working Hours - 40 Hours per week on a rota basis between the hours of 0900am - 09.30pm with alternate Saturdays 10am to 4pm

Benefits:

• Competitive salary negotiable on experience
• OTE of £50,000
• Central location with free parking
• Opportunities for professional development

For further information on this role please give Ell a call on 01709 820102.