Job Description
We are offering a unique opportunity to join our dynamic team as Customer Service Manager at Johnsons Hotel Linen Bourne. This key role is instrumental in the smooth running of a busy department. We're looking for someone who can demonstrate experience in managing a small but busy team and providing a high level of support. You will lead by example, working collaboratively with other departments to deliver a high quality of service to our customers.
Salary is Circa 30K
The Company:
Johnsons Hotel Linen, is one of the UK's largest laundry and linen hire companies, which specialises in supplying bed and bath linen to 4-star to budget hotels.
It's the people at Johnsons Hotel Linen that make us so special. By understanding what our people want, giving them the support they need, recognising everyone's contribution and realising the unique power of teams, together we win. We're driven by our goals, which are designed to create a supportive working environment for our team and an exemplary standard of service to our customers.
The Role:
·To ensure a safe working environment in the Service Office;
·Actively feedback customer satisfaction levels, and as part of the management team, develop action plans and strategies to drive continuous improvement in service delivery;
·To take responsibility for the day-to-day organisation of the Office;
·To co-ordinate all customer service activity in conjunction with production, transport, customer service departments;
·Adhere to strictest confidentiality standards with regards all Company financial and salary matters;
·To provide training and development for all staff from start of service and throughout their employment, and regularly review their needs and progress to ensure a multi skilled office team;
·Develop strong relationships with key customer contacts;
·Take ownership of Customer issues, especially escalated matters, resolving, feeding back to the Customer and put plans in place to avoid repeated issues.
·Gather information on customer perception of service and product quality and feedback to management team;
·Responsible for ensuring good housekeeping and maintenance of the office area;
·Ensure own and others performance and behaviour is in compliance with company policies and procedures.
·Responsible for recording the use of and ensuring levels of petty cash are adequate;
·Ensure that all invoices for the Bourne site are signed off reconciled and sent to Head Office for payment within the agreed payment terms.
·Manage administration costs within budget.
·Liaise closely with the external service team and respond promptly to queries.
·Complete relevant documentation to record Customer Service staff performance, development and productivity.
Essential Criteria:
The ideal candidate will have had experience of dealing with customers. Have a good understanding of computers and a keen eye for the inputting of data onto the internal systems.
Benefits:
In addition to a competitive salary, we're proud to offer a great employee package that rewards hard work and supports mental health and wellbeing.
- Thorough onboarding training and induction programme
- Deliver the appropriate training to enable you to do your job to the very best of your ability aligned with business expectations
- Employee Assistance Programme
- Pension Scheme
- Health4All Scheme
- 24/7 GP Helpline Service
- Discounted Gym Membership
- Free Life Assurance - 1 X annual salary
- SAYE scheme
Job Types: Full-time, Permanent
Benefits:
- On-site parking
- Referral programme
Schedule:
Work Location: One location
Reference ID: Customer Service Manager
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