Customer Service Transformation Director

3 weeks ago

Coatbridge North Lanarkshire, United Kingdom Matic Media Services Ltd Full time

PLEASE NOTE: Only apply if you have the relevant skills in signage and display graphic experience for customer service or sales.

Matic Media Services Ltd, established in 2005 and based in Coatbridge, is a leader in the large format printing business, specialising in a range of signage products for trade markets. As we continue to expand our online sales and grow our Graphic Warehouse brand, we are seeking an experienced Customer Service Manager to join our dynamic and friendly team. This pivotal role involves leading a small team of customer service personnel to manage inbound enquiries, process quotes and orders, and handle artwork allocation and general customer queries, whilst maximising the revenue opportunities from our customer base.

The successful candidate will be responsible for developing and implementing customer service policies and procedures, ensuring that all customer interactions reflect our commitment to service excellence. A deep understanding of large format print and signage is essential , as is the ability to provide exceptional customer service and support. This role is ideal for a motivated individual with excellent communication and problem-solving skills, looking for an opportunity to lead and enhance customer service initiatives within a growing company.

Joining Matic Media Services Ltd at this exciting time offers a fantastic opportunity for career growth and personal development. Our e-commerce is expanding rapidly, and we believe that a strong, enthusiastic team is key to our continued success and transformation. Employees have numerous opportunities for advancement, contributing to various tasks and demonstrating progress within the company. Client Management and Communication:
· Manage a portfolio of client accounts to ensure long-term success.

Sales and Marketing Support:
· Identify opportunities for upselling and cross-selling products and services to enhance customer value.
· Operational Management:
· Supervise day-to-day operations of the customer service department, including handling of incoming communications via calls, emails, online chats, tickets, and quotes.
· Create and maintain effective customer service procedures, policies, and standards.
· Performance Monitoring and Improvement:
· Compile accurate and detailed reports to keep management informed.

Train, mentor, and manage Customer Service Assistants, fostering their skills development and professional growth.
· Ensure all team members are up-to-date with industry trends, market conditions, and internal policies.

Respond to customer service issues promptly, ensuring a high level of customer satisfaction.

Leadership and Management Skills:
· Proven experience as a Customer Service Manager, Retail Manager, or Assistant Manager.
· Strong leadership abilities to effectively manage client accounts and drive team performance.
· Excellent knowledge of management methods and techniques.

Exceptional verbal and written communication skills, essential for building strong client relationships and interacting with team members.
· Professional and confident telephone manner, crucial for daily interactions with clients and team members.

Excellent problem-solving skills to address customer issues and streamline operations.
· Strong attention to detail, important for overseeing processes and ensuring quality control.

Experience in providing customer service support within the context of a large format printing business.
· Capacity to multi-task effectively, managing various responsibilities simultaneously without compromising on quality.

Company pension
· Cycle to work scheme

Monday to Friday

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