Customer Service Manager

Due to departmental restructuring and reorganisation, we have an exciting new opportunity for an experienced Customer Services Manager.

The Customer Service Manager's day-to-day duties are as follows:

  • Overseeing the customer services delivery KPIs within the Service Department.
  • Training and supervising the day-to-day activities of the Service Desk.
  • On-boarding and training new employees.
  • Setting/agreeing customer satisfaction KPIs and assisting in the implementation of policies and processes in line with achieving set company goals.
  • Interacting and managing customers regularly by ensuring the delivery of supplier excellence whilst resolving any queries or concerns appropriate to their needs.
  • Creating customer loyalty programs to increase revenue and improve client retention.
  • Staying updated on developments in the customer services field.
  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Set a clear customer satisfaction mission and deploy strategies focused on that mission.
  • Develop customer service procedures, policies, and standards.
  • Keep accurate records and document customer service actions and discussions.
  • Analyse statistics and compile accurate reports for issuing to key accounts through periodic contract reviews.
  • Deputise for Service Manager.
  • Ensure efficient scheduling of engineer’s workload is achieved and diaries are confirmed in advance through service desk activities.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.
  • Control resources and utilise assets to achieve qualitative and quantitative targets.
  • Maintain an orderly workflow according to priorities.
  • Communicate courteously with customers by telephone, email, letter and face-to-face.
  • Take ownership and investigate/resolve customers' problems/queries, which may be complex or long-standing, that have been passed on by Service Desk Personnel, Finance or Customer.
  • Handle customer complaints or any major incidents to a satisfactory conclusion.

The Successful Customer Service Manager must have the following skills/experience:

  • A background within a manufacturing company is a huge advantage
  • Experience in Customer Service Management, managing the whole process
  • You must be a strategic thinker
  • Strong leadership, teambuilding, and mentoring skills.
  • Strong communication, interpersonal, and conflict resolution skills.
  • Strong understanding of technical processes
  • Critical thinking and problem-solving skills.
  • Data analytics skills and experience with strong attention to detail
  • Flexible thinking, including the ability to pivot and try new approaches when faced with challenges.
  • Organisational, planning, and documentation skills.
  • Ability to work on multiple projects in various stages simultaneously.
  • Strong knowledge of Microsoft Excel and formulating analytical data. Hands on approach.
  • Capacity planning.
  • Microsoft Word & Outlook.
  • Experience of processing data on CRM systems. Protean.

Skills which would be an advantage to have

  • Mechanical engineering interests.
  • BOM costing and configuration.
  • Tender processing
  • knowledge of bus truck & rail washing & water reclamation technology and processes.

What's on offer for the successful Customer Service Manager?

  • A salary of £26-30k per annum
  • Monday – Thursday 8.30am – 5.00pm / Friday 8.30am – 2.30pm
  • 30 mins lunch break per day.
  • 25 days holiday plus bank holidays per annum.
  • Pension. 3% employer 5% employee.
  • Friday early finish
  • Free parking

Please forward your CV to:

Or call us on 01789 767021 for more information.