Customer Service Manager Permanent

Role – Customer Services Manager

Location – Leicester

Salary – £(phone number removed)

We are currently recruiting for a Customer Services Manager, for a leading distributor of MRO and Industrial products.  The Customer Service Manager role is a new and exciting opportunity and is critical to ensure that the Customer Services Team is running efficiently and effectively as possible. 

The role will have full responsibility for the Customer Services team, overseeing a team of 15, which will quickly expand over the next 12-18 months.

Responsibility for the effective planning, leading, development and management of employees
and operations within the Customer Service Department. Ensuring that the functions’ activities are aligned to departmental and company objectives. Providing the delivery of an effortless customer experience.

Principal Duties & Responsibilities:

Recruiting, developing, coaching and motivating the team to meet the team’s and business
objectives

Ensuring that the department is adequately staffed and trained to deliver an efficient
service to internal and external customers

Completing regular 121’s and coaching sessions to promote team
development and engagement.

Ensuring all customer complaints are dealt with and brought to a satisfactory and timely
conclusion

Actively promoting and managing the process of continuous improvement in customer
service standards.

Analysing statistics and other data to determine the level of customer service the business
provides, looking at ways to improve customer service procedures, policies and standards
and developing and implementing departmental changes where necessary to enhance
workflow optimisation.

Setting consistent and effective customer satisfaction goals and work with the team to meet
these

Maintaining compliance of company processes

Preferred Education & Experience:

Minimum of 5 years’ experience of team leadership of a customer service function within a busy contact centre.

Experience of working in online, high volume environment

Experience in leading virtual/remote teams would be an added benefit.

Work Environment:

Reports to Head of Customer Contact

Requires travel, as needed

Collaborates closely with other members of the team.

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