Customer Service Manager

Customer Service ManagerWashingtonPermanentCompetitive Salary and Benefits Freedom Group have a fantastic opportunity for a Customer Service Manager to join our team in Washington. This is a pivotal role responsible for leading the customer service function, ensuring exceptional service delivery, and driving continuous improvement across our operations. You''ll report to our Operations Director for the region and work closely with internal teams and our DNO partner (NPg) to ensure we exceed customer expectations and regulatory standards. Some of the key deliverables in this role include: Improve Customer Service Experience: Create engaged customers and facilitate organic growth.Issue Resolution: Take ownership of customer issues and follow problems through to resolution.Mission and Strategy: Set a clear mission and deploy strategies focused on achieving it.Develop Procedures: Establish service procedures, policies, and standards.Record Keeping: Maintain accurate records and document customer service actions and discussions.Data Analysis: Analyse statistics and compile accurate reports.Team Management: Recruit, mentor, and develop customer service agents, fostering an environment of encouragement and empowerment.Industry Awareness: Stay ahead of industry developments and apply best practices.Resource Management: Control resources and utilize assets to achieve qualitative and quantitative targets.Budget Management: Adhere to and manage the approved budget.Workflow Management: ..... full job details .....