Customer Service Manager

Are you someone who is passionate about good customer service, ensuring the customer's journey experience is the best possible? Also enjoying and taking pride in leading a team with that ethos, setting achievable KPIs that benefit all, taking feedback, continuous improvement and building good internal relationships to make sure everything works well and you are able to deliver a high standard. If this is you and you have experience in a similar role where you can demonstrate your knowledge and this has been gained in a manufacturing, engineering or logistics business then this could be perfect.

You will either be a Customer Service Manager, a Customer Service Supervisor, a Sales Manager with strong customer focus, an Operational Manager or Supply Chain Manager, as long as you can demontrate experience for good customer experience delivery and staff management/leadership.

The role is office based, to ensure you have full oversight and can deliver and support a small team of 5. For one offs you can work from home, but there is no hybrid policy so please make sure you are comfortable with this.

Responsibilities:

• Manage interface between customers and all departments that are part of the customer journey
• Lead, coach and mentor a team of 5 Customer Service Advisors, supporting and taking over any escalations. Help the team have a high performance customer centric culture
• Ensure resources and workloads are managed so KPIs/SLAs and good service is achievable
• Set clear objectives and monitor against
• Ensure the customer journey is accurate and within agreed SLA
• Build strong relationships with stakeholders and customers
• Monitor KPIs and improve where and when it is beneficial to delivering good customer service
• Ensure accurate reporting for governance
• Identify and implement improvements in the process
• Drive a high level of customer service through service delivery

What you will need:

• Proven experience as a Customer Service Manager/Leader or Supervisor or Supply Chain or Sales.
• Ability to demonstrate where you have implemented improvements
• Experience within a retail, manufacturing or engineering environment with order management or logistics processes
• To be happy in an office based role and live within a commutable distance
• Staff management or leadership, without they will not consider you.

Benefits include:

• Onsite parking
• 25 days annual leave plus bank holidays including Christmas shutdown
• BUPA
• Generous company pension scheme
• Annual Bonus scheme on company and personal performance
• Health cash back plan
• EV Car scheme
• Share save scheme
• EAP