Customer Service Manager

Grant Engineering UK are looking for a Customer Service Manager 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

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

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.