Enquiry Handling Manager in Gloucestershire

My client is looking to recruit an Enquiry Handling Manager, you will assist with the management, motivation and support of a new team of enquiry handlers, driving measurable improvements to ensure that the departmental KPI targets are met, together with delivering excellent customer service standards.

Main Duties

  • Lead and organise the daily activities of the Enquiry Handling Team to ensure the provision of excellent customer service to our clients whilst making sure that the daily activities are carried out in a timely and efficient manner, contributing to the achievement of the departmental performance targets
  • Liaise with the Enquiry Handling Manager to ensure SLA’s & KPI’s are being met and improved in line with the departmental targets, encourage innovative ideas to identify and implement service improvements
  • Assist with the recruitment, initial and ongoing training of the Enquiry Handling Co-Ordinators
  • Ownership of enquiries from start to finish - logging of client enquiries onto CRM, liaising internally and externally to ensure that adequate and appropriate responses are provided to clients within a timely manner, to their satisfaction and to the satisfaction of the business ensuring a first-class client experience at every interaction
  • Provide all relevant departments support of the business processes
  • Management of complaints from initial inception working with the Quality Co-Ordinator through to closure
  • Working within ISO and GDPR standards to maintain records and proficiencies accordingly
  • Ad hoc duties as and when required to support the business objectives
  • To deputise for the Enquiry Handling Manager as required

Knowledge, Skills and Experience

  • Degree in relevant, related food science/technology subject or equivalent professional experience
  • Experience of working within a science, technology or professional services environment in a multi-channel client service / experience role
  • Experience of people management
  • Experience of managing change including the implementation of processes and procedures
  • Ability to communicate internally and externally at all levels
  • Ability to assess and understand client’s needs to fulfil their requirements
  • Ability to manage time and prioritise work to achieve goals
  • Ability to work on own initiative and motivate a team to ensure delivery of KPI targets
  • Commercial awareness gained through working in a commercial environment
  • Excellent telephone techniques and listening skills
  • Computer skills including MS Office and CRM systems desirable






£25,000 to £35,000

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