Customer Service Manager

Customer Service Manager

The Fuel Store is an industry leader in fleet management solutions, providing unrivalled support that fuels the lifeblood of Britain s roadways.

At The Fuel Store we are determined to deliver on our founding principle: fuelling better for our customers. We are passionate about our customers, from single-vehicle operators to fleets that expand to every corner of Britain s roadways.

Our Vision is to transform the fleet and fuel card industry for good, and to do this we need driven and ambitious people to join our Fueller Family .

Over the last 7 years we have delivered high quality customer service throughout all departments of the business, but now we need to raise the bar to deliver our vision. This role will be responsible for the Customer Service Department - the goal is to improve our service delivery and boost customer satisfaction, ultimately leading to an increase in customer retention.

Key Responsibilities.

You will have the following skills experience and attributes.

Ensuring the team are providing the best level of customer service and building positive long-lasting relationships with customers to increase customer satisfaction/retention.

Promoting the voice of the customer and providing feedback to all departments.

Oversee all aspects of the customer service experience to troubleshoot processes and procedures and make improvement to customer service quality.

Ownership of customer enquiry s and responds to escalated customer issues in accordance with agreed procedures.

Trains, provides direction, and enforces policies and standards to help the staff achieve department goals and objectives.

Conduct one-to-one meetings and provide coaching and feedback to staff.

Working closely with the L&D team, on continuous coaching and development on the team.

Create and maintain an environment with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement.

Work closely with sales and operations functions to ensure a cohesive approach to customer interactions.

Personal Specification

Leading by example to promote a hard-working customer focused environment.

You will have a "customer first" mindset and a genuine passion for customer service.

Understands the importance of increasing customer satisfaction leading to an increase in sales, revenue and profitability through growth and customer retention.

Ability to lead a team and drive performance standards.

Good interpersonal skills

Excellent customer service a desire to help others work towards targets and develop their skills.

Minimum of three years experience in customer service management.

We believe in developing our staff and unlocking their true potential. To do that, we stay true to our company values. This makes us who we are and ensures we are proud of our business.

Benefits

The Fuel Store is a great place to work. We believe in fostering a culture that values our people/family and inspires each of us to be the best we can be. If you want to join a company that is packed with great energy, fun and a place where you can accelerate your career.

Progression we are committed to recognising highly motivated, enthusiastic individuals with career development and regular salary reviews.

Work life balance where possible we support flexible working.

Have Lunch/Breakfast on us last Friday of each month.

Your birthday? Have a day off.

Great offices in the City Centre with a panoramic view of the city.

Excellent transport links we are centrally located.

Starting salary 30,000 to 38,000 depending on experience.

If you are interested in the role please forward your CV, if you have any questions contact Herj Bains on