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Customer Service Manager

Published: Mon February 09, 2009


Dolphin Music are currently looking to build a strong Customer Service Department and require a Customer Services Manager.

Want to get in Early with one of the fastest & exciting growing companies in the UK?
- 11th Fast Growing Company in UK 2006 (Sunday Times FastTrack Award)
- 37th Fast Growing Company in UK 2007 (Sunday Times FastTrack Award)
- Ernst & Young Entrepreneur of the Year Finalist 2008
- National Business Awards Entrepreneur of the Year Finalist 2008  

Job Purpose
As Customer Service Manager you will be responsible for Customer Service operations helping to promote a culture within the organisation to deliver the 'Dolphin Experience'.  You will be responsive to customers needs, maintaining and increasing customer relationships, whilst exceeding customer expectations to create lifelong valuable customers.

You will deliver exceptional customer service through managing, leading and developing your team by focusing on management and motivation as well as setting high standards to provide superior customer support.  Reporting directly to the Commercial Director you will work together to identify ways to improve customer service throughout the business.  You will need to be able to identify solutions to resolve potential problems and will be a key point of contact with other departments such as purchasing, logistics, sales and accounts to ensure customer satisfaction.

We are looking for an individual who can focus on delivering a world class service to customers and provide help and advice to customers over the telephone and by email, investigating and solving problems and complaints.

The Person / Experience

" Proven track record of customer service management in an e-Commerce environment.
" Experience using established CRM systems. Experience with the Salesforce CRM platform would be an advantage.
" Literate, numerate and analytical.
" Excellent management and communication skills with ability to build strong working relationships with peers and customers.
" Aptitude for problem solving and decision making with a methodical approach focusing on attention to detail and accuracy.
" Motivated individual seeking high customer satisfaction.

Salary -  £20,000 - £30,000 dependant upon experience & qualifications.

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