Company Overview
Corporate Trade Supplies (CTS) is a leading provider of PPE, corporate branded clothing, and promotional products, dedicated to supporting businesses across the region with quality supplies and exceptional service. Our mission is to help companies enhance their brand presence while ensuring safety and professionalism.
Role Purpose
The Senior Customer Service Manager is responsible for leading and developing the customer service function to deliver an exceptional customer experience. The role oversees Service Performance and Continuous Improvement activities, ensuring customers receive accurate, timely and professional support throughout the entire customer journey.
The position plays a critical role in driving customer retention, operational efficiency, and service excellence while building strong relationships with key customers and internal stakeholders. This is a senior leadership role is responsible for the strategic and operational management of customer service, order management, and customer satisfaction activities, ensuring the organisation consistently delivers an outstanding customer experience while achieving business performance objectives.
Key Responsibilities
Customer Service Leadership
- Lead, coach and develop the customer service and order management teams.
- Establish a customer-centric culture focused on service excellence and continuous improvement.
- Define departmental objectives, KPIs and performance standards.
- Devise SOP and training to Implement best practice customer service
- Drive employee engagement and foster a high-performing team environment.
Order Management
- Drive order lifecycle efficiency from order receipt through to delivery and invoicing.
- Manage order fulfilment performance, identifying and resolving issues proactively.
- Collaborate with Sales, Supply Chain, Procurement, Operations and Finance teams to ensure customer requirements are met.
- Develop processes to improve order accuracy, lead times and customer communication.
Customer Experience
- Develop & implement strategies to improve customer satisfaction, loyalty and retention.
- Manage customer feedback, complaints and service metrics.
- Lead customer issue resolution and escalation management processes.
- Conduct customer reviews and identify opportunities to enhance service delivery.
- Drive Voice of Customer initiatives and implement action plans based on customer insights.
Operational Performance
· Monitor, analyse and report all key performance indicators to identify operational improvements of the following:
Customer Satisfaction (CSAT), Net Promoter Score (NPS), Order Accuracy, On-Time Delivery, Service Level Achievement, Complaint Resolution Time and Customer Retention
Stakeholder Management
- Act as the senior point of contact for customer service escalations.
- Build strong relationships with key customers and strategic accounts.
- Partner with commercial teams to support customer growth initiatives.
- Able to work across all departments with various stakeholders
Continuous Improvement
- Lead customer service transformation and improvement projects.
- Utilise data and analytics to drive informed decision-making and improvements
- Identify opportunities for automation and process optimisation.
- Support business change initiatives and customer experience programmes.
Skills & Experience
Essential
- Significant experience in a customer operations leadership role.
- Proven experience in order management and customer service functions.
- customer experience and customer satisfaction methodologies.
- Experience leading and developing high-performing teams.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Experience working with ERP and CRM systems.
- Demonstrated success in delivering service improvement initiatives.
Desirable
- Experience in retail, manufacturing, distribution, wholesale, or supply chain environments.
- Knowledge of Lean, Six Sigma or continuous improvement methodologies.
- Project management experience.
- Degree-level qualification in Business, Operations, Customer Experience or related field.
Key Competencies
- Strategic Thinking
- Commercial Awareness
- Decision Making
- Problem Solving
- Influencing & Negotiation
- Continuous Improvement
- Performance Management
- Collaboration & Teamwork
Pay: £45,000.00-£50,000.00 per year
Benefits:
- Company events
- On-site parking
Experience:
- Leadership: 5 years (required)
- Customer service: 10 years (required)
Work Location: In person
