Customer Service Manager

Jellyfish Energy, a dynamic B2B energy supplier committed to rewarding small to medium-sized businesses, is seeking a motivated and experienced Customer Service Manager to join our team in Newcastle upon Tyne. The successful candidate will be responsible for leading and managing our customer service team, ensuring the delivery of exceptional service, meeting KPIs, and contributing to the growth and scalability of the team.,

• Team Leadership:


• Manage and lead the customer service team, providing guidance, support, and development opportunities.


• Foster a positive and collaborative team culture to ensure high levels of motivation and engagement.



• Performance Management:


• Establish and monitor key performance indicators (KPIs) to measure and improve customer service performance.


• Regularly review team performance against targets, providing feedback and implementing strategies for improvement.



• Scalability:


• Develop and implement strategies for scaling the customer service team in alignment with business growth.


• Collaborate with HR to recruit, onboard, and train new team members as needed.



• Reporting:


• Prepare and present regular reports on customer service performance to the board of directors.


• Analyse data to identify trends, areas for improvement, and opportunities for enhanced customer satisfaction.



• Process Improvement:


• Identify and implement process improvements to enhance the efficiency and effectiveness of the customer service operations.


• Collaborate with cross-functional teams to streamline communication channels and resolve customer issues promptly.



• Customer Focus:


• Champion a customer-centric approach within the team, ensuring that customer feedback is used to drive continuous improvement.


• Resolve escalated customer issues and ensure timely and satisfactory resolution.
  
  Proven experience in a similar customer service management role.


• Strong leadership and team management skills.


• Passion for achieving and exceeding performance targets.


• Excellent communication and interpersonal skills.


• Ability to analyse and interpret data to make informed decisions.


• Demonstrated ability to scale and optimise customer service teams., If you are a results-oriented individual with a passion for customer service and team management, we invite you to apply for this exciting opportunity. Please submit your CV and a cover letter detailing your relevant experience and why you believe you are the ideal candidate for the Customer Service Manager position at Jellyfish Energy., Retail sales: 1 year (preferred)


• Customer Service: 1 year (preferred)