Customer Service Manager

Do you have experience working in Customer Service?

If so, this position could be perfect for you! Our client design and manufacture safety switches and access control systems, which protect employees working in hazardous environments. They are looking for an experienced Customer Service Manager to lead a team of Customer Service Executives and Technical Inside Sales Representatives. The ideal candidate will enhance the customer service experience and team efficiency by identifying, leading, and implementing automation processes and continuous improvements.

Customer Service Manager

Permanent
Competitive Salary
37.5 Hour Week
Wolverhampton

Customer Service Manager
Job Description

• Team Leadership: Lead and motivate a team of customer service executives and technical inside sales to deliver outstanding service & results
• Customer Service Excellence: Ensure high levels of customer satisfaction, loyalty, and retention.
• Process Improvement: Implement automation and continuous improvements to enhance customer experience and efficiency.
• Transformation Leadership: Drive departmental transformation for efficient and profitable operations.
• Performance Monitoring: Track and analyse metrics to exceed customer expectations.
• Email Management: Organize and prioritize email communications for smooth workflow.
• Issue Resolution: Resolve customer issues promptly and escalate complex cases.
• Training and Development: Recruit, train, and mentor team members.
• Feedback Implementation: Use customer feedback for informed improvements.
• Cross-Department Collaboration: Work with other departments to enhance service quality.
• System and ERP Implementation: Oversee the implementation of systems and ERP solutions.

• +7 years of proven experience in a customer service management role.
• Experience in identifying and implementing process improvements.
• Ability to analyse performance metrics and make data-driven decisions.
• Excellent verbal and written communication skills, with the ability to handle high volumes of email.
• Experience in recruiting, training, and mentoring team members.
• Familiarity with customer service software, systems, and ERP solutions.

• Bonus – linked to company performance
• Pension – 10.5%
• Holiday – 25 days + BH’s
• Flexibility on Start & Finish Times