Customer Service Manager - B2B Telecom's

Elevation Recruitment Group
22 Apr 2017
21 May 2017
Contract Type
Full Time
Customer Service Manager - B2B Telecoms
West Yorkshire
£35,000 to £42,000 Basic + Excellent benefits scheme.

My client is a market leading Business to Business telecom's provider, with products ranging from Mobile and Fixed Line services through to Hosted IP and Inbound telephone services.
They are currently seeking a dynamic Customer Service Manager to join the team in order to manage and develop the existing Customer Service team.

The Role
As a Customer Service Manager, you will play a key role in delivering a first-class customer service through verbal,written and digital communication to customers whilst managing an existing team of 6, growing potentially to 10 by the end of 2017. The role commands a driven individual with a tenacity for a 'right first time' approach, being someone who strives for
continuous improvement. Working within an agile business environment, the role is suited to a forward-thinking individual who responds well to change and can adapt and provide a solutions driven approach for the growing business.

There is huge potential here, for the right results driven individual. The position is likely to expand to be more client facing and assist in the point of sale meetings with potential clients. The Client Managers remit, will therefore be engaged throughout the client lifecycle and development of key client management will fall under the responsibilities of the role.

Your responsibilities will include:

- Client engagement from prospective to confirmed to well established clients
- To improve client management protocols and management
- Responding and managing effectively to all customer feedback/comments or reviews
- Following company policies and processes, and developing these under a cycle of continuous
- Resolving customer complaints which will involve investigating the reason behind the
customer issue
- Keeping accurate client records and audit trails of correspondence
- Dealing with orders, queries and complaints
- Maintaining and expanding relationships with existing clients, including attending client
- Meeting with other managers and the sales to discuss possible improvements to customer
- Keeping ahead of industry's developments and applying best practices to areas of

Team management to include;
- Coordinate, manage and monitor the department's work
- Lead by example, promoting knowledge sharing and upskilling within the team and apply
'best in class'experience
- Introducing appraisals and developing an employee progression and retention plan
- Assist sales management in understanding processes and inconsistencies
- Working closely with the sales team to prospect, pitch & close new business
- Gaining long term service commitments from assigned accounts
- Assessing the needs and reviewing the telecoms for current clients
- Leading and training other members of the team
- Monitor general team housekeeping (setting lunch schedules, monitoring time keeping, use
of phones etc.)

- You will need to sit into client training specs(Vodafone for example) and distribute new
processes to team
- Shadowing current operations manager (handover process)
- Shadowing database manager and feeding back any improvements and features which can be
added to the database