Customer Service & Planning Manager
Salary 35k to 40K DOE
Working Hours
This is a full-time, office-based role working 40 hours per week, Monday to Friday from 8:00am to 4:30pm, with a 30-minute unpaid lunch break.
About Grease Guru
At Grease Guru, we put our customers at the heart of everything we do. We deliver reliable, high-quality grease management solutions, helping businesses stay compliant and operate efficiently.
We pride ourselves on getting it right first time, building strong relationships, and providing a responsive, dependable service our customers can trust. As we continue to grow, we are focused on creating a customer-first culture driven by performance, accountability, and continuous improvement.
Overview
We are seeking an experienced customer service manager to lead and develop our customer service and scheduling team within the fat, oil and grease (FOG) management industry, specialising in servicing, installing, and repairing grease traps.
This is an opportunity for a strong leader to adapt and transform our existing customer service and scheduling team into a high performing customer-first, data-driven department. You will lead an established, small team at our head office in Leeds and will be responsible for implementing leading class customer service standards, by improving customer SLA performance and strengthening our customer relationships and customer retention.
Leadership
- Lead, manage and develop the customer service and scheduling team
- Lead and develop the existing team members to improve our overall customer service strategy by driving a customer first culture.
- Train and upskill colleagues in customer service best practices.
Customer Experience
- Set a positive example by acting as a role model for excellent customer service through direct customer interaction.
- Serve as the “voice of the customer” within the operational and customer service teams.
- Handle and resolve customer complaints through to satisfaction, managing the escalation process, and analysing customer feedback to identify opportunities for improvement.
- Create and maintain strong relationships with all new and existing customers, ensuring their needs and SLAs are met.
- Support customer retention through improving planning efficiency.
Operational & Works Planning
- Oversee the overall planning and scheduling of service work, reactive call outs and installation works to ensure we get it right first time.
- Monitor the performance of our key customer metrics such as response times and SLAs, while highlighting and managing risks to increase success rate.
- Own and manage customer SLAs, ensuring the team consistently meets targets.
- Work closely with operational team management, field service teams, sales, and finance to ensure service delivery.
- Identify and pre-emptively manage risks to service delivery.
- Produce regular reports on service delivery and customer SLAs for senior management.
About you - Skills & Experience Required
- Proven experience as a customer service manager or team leader.
- Strong communication skills, in person and in writing.
- Strong leadership and people skills.
- Excellent problem solving and conflict resolution abilities.
- Written language and IT literacy - ability to manage complex spreadsheets, customer facilities management portals and the full MS Office suite.
- Ability to analyse data to highlight trends and opportunities for improvement.
- Comfortable working in a fast paced environment with competing priorities.
Pay: £35,000.00-£40,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
