_{09th January, 2025}

Customer Service Manager,  Castle Donington,  £35-40k

Are you a customer-focused leader who thrives on building relationships and empowering teams? Do you enjoy supporting a close-knit group while championing service excellence? If this sounds like you, we’d love to hear from you.

We’re looking for an experienced Customer Service Manager to lead a small team of skilled Customer Service Advisors. This is a hands-on, customer-focused role where you’ll work alongside your team to ensure exceptional service is delivered through a blend of emails and calls.

The team is self-sufficient, so your role will focus on providing support for escalations, keeping them aligned with objectives, and fostering their development in a way that promotes autonomy and excellence.

As the Customer Service Manager, you’ll:

• Lead with Empathy: Support a small, capable team, fostering a collaborative and positive environment without micromanaging.
• Manage high profile clients: Providing quotations, solutions and updates to larger clients
• Customer-Focused Approach: Ensure your team delivers exceptional service across both email and phone interactions, promoting a customer-first mindset.
• Escalation Management: Handle complex queries with professionalism and efficiency, providing solutions that exceed customer expectations.
• Team Development: Coach and develop team members, helping them refine their skills and reach their full potential.
• Stay Aligned: Keep the team focused on KPIs and objectives while continuously driving improvements in customer satisfaction.
• Drive Improvements: Implement processes to enhance efficiency, ensuring the team remains at the forefront of service excellence.
• Collaborate Across Teams: Work with stakeholders from sales, marketing, and operations to align efforts and drive success.

What’s In It For You?
This role offers an exciting opportunity to manage a close-knit team while making a real impact on customer satisfaction and business success.

• Competitive salary: £35,000 - £40,000 per annum.
• Generous leave: 23 days annual leave plus bank holidays.
• Free on-site parking and an easy-to-reach location.
• Career growth: Excellent opportunities for development and progression.
• Autonomy and Influence: Shape the customer service function with a focus on innovation and improvement.

To thrive in this role, you’ll need:

• Experience in managing small, customer-focused teams.
• A supportive and coaching leadership style that fosters autonomy.
• Strong interpersonal and communication skills, with a focus on handling escalations effectively.
• Expertise in customer service across multiple channels, particularly email and phone.
• A results-driven mindset with the ability to implement meaningful process improvements.
• A passion for customer care and a proactive approach to solving challenges.

You’ll be part of an organisation that values quality, reliability, and customer satisfaction. We’re proud of our collaborative culture, where every team member plays an essential role in delivering outstanding service.

Apply NOW !

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