As a key part of the SLT (Senior Leadership Team) the Customer Services Manager is responsible for overseeing the daily operations of the customer service department, ensuring high levels of customer satisfaction, managing service delivery, and leading a team of customer service representatives. The role focuses on improving customer experience, resolving escalated issues, and implementing strategies that enhance service quality and operational efficiency.
KEY RESPONSIBILITIES:
Customer Service Leadership
- Manage and lead the customer service team to deliver exceptional customer support.
- Set performance objectives and monitor team productivity.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Recruit, train, and develop customer service staff.
Customer Experience
- Ensure customers receive prompt, professional, and effective service.
- Develop and implement customer service policies and procedures.
- Monitor customer feedback and identify opportunities for improvement.
- Handle and resolve complex customer complaints and escalations.
Operational Management
- Oversee daily customer service operations and workflow management.
- Monitor service levels, response times, and key performance indicators (KPIs).
- Prepare reports on customer service performance trends.
- Collaborate with other departments to resolve customer issues effectively.
Process Improvement
- Identify and implement improvements to customer service processes.
- Utilise customer feedback and operational data to enhance service delivery.
- Support the implementation and optimisation of CRM and customer service systems.
- Drive continuous improvement initiatives to increase efficiency and customer satisfaction.
Compliance and Quality Assurance
- Ensure adherence to company policies and regulatory requirements.
- Monitor quality standards and conduct regular service audits.
- Maintain accurate customer records and reporting documentation.
Key Performance Indicators (KPIs)
- Customer retention rates.
- Complaint resolution times.
- Team productivity and performance metrics.
- Service level agreement (SLA) achievement.
About You
Required Skills and Experience
- Proven experience in a customer service management role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Experience handling customer complaints and conflict resolution.
- Strong analytical and problem-solving skills.
- Proficiency in CRM systems and Microsoft Office applications.
- Ability to manage multiple priorities in a fast-paced environment.
- Budget management and reporting experience is advantageous.
Qualifications
- Ideally a degree or equivalent qualification in Business, Management, Customer Service, or related field.
- Professional customer service qualifications are advantageous.
- Demonstrated experience in customer service leadership.
Personal Attributes
- Customer-focused and results-driven.
- Strong decision making and organisational skills.
- Positive, proactive, and adaptable approach.
- High attention to detail and commitment to quality.
- Ability to develop teams.
Job Type: Full-time
Pay: From £45,000.00 per year
Benefits:
- Company pension
- Free flu jabs
- On-site parking
Application question(s):
- Have you had experience using an MRP/ERP system?
- Have you had experience working in a fast-paced environment?
Experience:
- Customer service or sales: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
