Job Description - Muddy Boots Software
Job Description - Muddy Boots Software
Job Description - Muddy Boots Software
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<strong>Job</strong> <strong>Description</strong><br />
<strong>Job</strong> Title:<br />
Department:<br />
Reporting to:<br />
Responsible for:<br />
Customer Care Manager<br />
Customer Services<br />
Managing Director<br />
Technical Support Team<br />
Purpose:<br />
To be the voice of the customer inside the company.<br />
As Customer Care manager you will improve and develop our ability to consistently deliver great<br />
customer service that is valued by our customers.<br />
Key Tasks:<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
To embed a customer care culture across the business in all departments<br />
Lead and motivate a team of helpdesk support advisors<br />
Be responsive to issues that could have impact with our key customers and be able to<br />
manage and control the relationships<br />
To respond to input from customers and support team members (issues, complaints, praise<br />
and concerns) to help us identify better ways of providing the service<br />
Determining quick‐fixes to put immediate issues right. Identify root causes of issues and put<br />
forward proposals to the management team for improving the system and service to ensure<br />
that a longer tem solution is provided<br />
Presenting to management team each month on headline stats and analysis with<br />
recommendations for changes<br />
Working with Support Team and Account Managers to determine what is and isn’t working.<br />
Undertaking customer satisfaction research to identify customer’s experience of service<br />
Key Duties will include:<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
To daily manage and develop the customer services team, ensuring the delivery of excellent<br />
customer care<br />
Monitor all Key Performance Indicators<br />
Conduct all reviews and appraisals in line with company guidelines<br />
Support the training and coaching requirements of all staff<br />
HR compliance, to include absence, lateness and holiday in line with operational guidelines<br />
Recruitment<br />
Full reporting to key senior management
<strong>Job</strong> <strong>Description</strong><br />
Experience and Skills:<br />
<br />
<br />
<br />
<br />
<br />
Work experience in a customer care capacity<br />
Ability to engage and motivate staff<br />
Well organised with proven ability to deliver to agreed objectives<br />
Excellent communication and interpersonal skills and be able to make decisions<br />
Experience of change management and implementation of new processes and systems
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