Grant Engineering (UK) Ltd
Customer Service Manager
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Customer Service Manager
Grant Engineering UK are looking for a Customer Service Manager to lead a team committed to delivering a customer-focused resolution function. Working closely with Technical Support Team and Field Services Team, the Customer Service Manager will communicate fluently with the public, engineers and installers to oversee the day-to-day departmental processes.
Main Duties & Responsibilities:
- To line manage customer service advisers
- Liaising with other relevant departments, the successful candidate will monitor and respond to telephone, email, written and social media complaints as required.
- Manage customer service emails.
- Manage 3rd party service provider log including copies of their qualifications and public liability Insurance.
- Process 3rd party service reports for the CTM.
- Manage G-cert non-compliance log.
- Process Fernox contamination (water quality) reports and log.
- Process incoming invoices and statement queries
- Manage the F-Gas register
- Generate reports from both our customer database and telephone management systems
- Recharges for 3rd party and updating spreadsheet.
- Departmental diary updates
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Skills / Experience Required:
- Minimum of 4 years in a customer service advisor role or 1 year in a similar service driven Manager role
- Experience with handling complaints and remaining diplomatic, making fair, timely decisions
- Strong organisational skills with the ability to manage competing priorities
- A proactive approach to identifying recurring issues and driving improvement
- Strong collaborative skills, with ability to build effective working relationships
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This is a full-time role working a 39.5 hour week and managing a department with flexible schedules. It comes with benefits such as private medical insurance, pension, on-site gym and hybrid working arrangement.
Agency assistance is not required.
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