Customer Service Assistant Manager

Customer Services Assistant Manager -My client is looking for someone someone who fully embraces world class service to join their growing and friendly team. They pride ourselves on making a difference to our customers and to be a step above the competition in our quality, care and attention. This role requires someone that is used to managing direct report and has Customer Service experience within an ecommerce logistics background.Key Responsibilities for Customer Services Assistant Manager :- Schedule monthly 1:1''s with direct reports (Team Leaders and CS Support) - lead, mentor and coach them to achieve their targets- Welcome, train and embed new starters into the team before handing over to their Team Leader- Closely monitor new starters during the probation period to ensure training and KPIs are on target- Take ownership of the PDP and Training Programme in the CS Department.- Produce reports/summaries of the team''s skill levels and ensure SMART targets are on track, supporting development and succession planning- Manage annual leave, sickness and overtime, ensuring adequate cover is maintained at all times- Act as an escalation point and provide guidance on best practice- Deliver quality, care and attention to customers at all times- Develop and demonstrate finger-tip knowledge of processes, keeping up to date with change- Create/update and maintain SOP documents and knowledgebase resources- Manage and update service alert notifications ensuring a timely turnaround ..... full job details .....