Customer Operations Manager

Our established and growing business based in Horsham are looking for a Customer Operations Manager to join the team. If you are a customer services professional, who enjoys managing a small team of sales/account managers and can demonstrate providing high levels of customer service to demanding clients then this niche business could offer you an exciting opportunity. 

Key Responsibilities:

• This role encompasses the management of the sales account team.
• Management of the Export department.
• Improve customer service experience, create engaged customers, and facilitate growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and vision
• Employ strategies focused towards that mission
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• 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

The Customer Operations Manager looks after the management of all Sales Account Managers, including strategic customers, and an overseas office, the team is made up of five account managers, their roles are to manage each client from quotation stage, through to customer care. The client have high profile customers, that have specific requirements, that must be met.

The role requires someone who shows a high level of team work, problem solving, and tenacity, as the role is not a standard role, this involves seeking solutions to problems, and consistently providing excellent customer care throughout the customer journey.

This role also encompasses the Export Compliance aspect of the business, which involves working with the Export Co-Ordinator, to ensure compliance with regulatory bodies.

Monday to Friday 08.30- 17.00. Parking on site, alternatively Horsham station is close by.