Customer Service Manager
1 month ago
The Pilot Group Customer Service Manager
Our businesses cover electrical wholesale, energy management, EV charging and traffic control systems, working across a wide range of commercial and industrial applications - This role sits specifically in ESL who are one of the businesses that make up the group- they are in essence a global trading business.
ESL connects the demand and supply of industrial electrical components. As the world shifts to a more electric future, ESL helps customers procure their needs in this space by thinking and operating differently.
The company joins supply chains together in a simple and easy-to-deliver way. ESL sources requirements internationally to develop long-term relationships with customers and suppliers, we hold stock in three warehouses (UK, Europe, and America), we provide next-day delivery, and we provide local service in many countries by communicating in more than 18 different languages.
ESL is headquartered in Manchester with people located around the world. It was founded by two female entrepreneurs 17 years ago (both are still in the business) and the company has continued to deliver double-digit growth year after year. The company has 75 amazing people with brilliant skills.
We are now on a journey to build on this fabulous platform to create an even more connected and more automated environment that delivers outstanding service to our chosen markets.
Summary
You will work as part of the Customer Service Team within ESL- The main purpose of the role is to lead and drive the Team in delivering market leading Customer Service.
You will also be required to oversee the Team and drive results in line with Business Growth. This is a vital role that ensures alignment between key business functions and will enable and drive increased growth and efficiencies within the business. Someone who is decisive, resilient, confident, organized, strategic, analytical, relentless, energetic and driven will succeed and thrive in this role.
Main Responsibilities
- Review, manage and be accountable for business processes to ensure market leading internal and external customer service.
- Enhance and maximise internal processes and ensure a continuous improvement mentality and methodology is adopted across the team.
- Lead the team in managing, maintaining and growing day to day business relationships for long term sales success.
- Keep accurate records of discussions or correspondence with customers and ensure team do the same and ensure this is a key task adopted and followed by the team.
- Collaborate with internal teams across sales, customer service, logistics, sourcing, buying, finance to ensure business alignment which achieves growth goals of the business and ensures positive commercial outcomes for the business while maintaining market leading customer service.
- Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants to ensure a positive commercial and customer centric balanced outcome.
- Be accountable for internal people processes.
- Drive a culture of continued professional development.
- Be accountable for capacity planning and work with other departments to ensure cross functional business outcomes achieved and create a high performing team.
- Be responsible for overseeing recruitment and onboarding for all customer service.
- Build and be accountable for teams KPIs to ensure team and business alignment to achieve companies' growth goals.
- Build and report team function outputs to ensure, using data, business alignment and determine the level of customer service being provided ensuring data, not opinion, is used to drive actions.
- Participate and lead ad hoc business projects.
- Manage, plan, and coordinate internal and external meetings, trips and visits as well as supporting the planning and coordinating of hospitality and entertainment internally and externally.
- Any other duties within the post holder's competence as requested.
Customer Service Manager Benefits:
- Monthly Peer recognition awards
- Holidays increase with length of service
- Opportunity to buy additional holidays
- Life Assurance
- Healthshield - health cash plan that allows you to claim healthcare costs
- Salary Sacrifice Savings Scheme
- Regular charity events
- Informal, supportive and friendly team
Location: Head Office, Manchester (Short walk from Manchester Victoria train station)
Commutable from: Manchester, Greater Manchester, Oldham, Rochdale, Warrington, Widnes, Runcorn, Preston, St Helens, Altrincham, Stockport, Bury, Bolton, Leigh, Wigan, Wilmslow
Recruitment Agencies;
The Pilot Group operates a strict PSL and will not accept any unsolicited CVs sent to any member, employee, representative or business unit of the Pilot Group. Any unsolicited introduction will be treated as a CV 'sent in kind' and as such The Pilot Group rejects all liability to pay any such fees for an unsolicited introduction.
-
Customer Service Apprenticeship
3 months ago
Manchester, United Kingdom Customer Service Apprenticeship - CareerMakers Full time**Level 2 Customer Service Practitioner Apprenticeship** **CareerMakers Recruitment** (M4 1LE) are seeking a highly motivated and customer - focused **Customer Service Practitioner** to join their team as an apprentice. In this role, you will be responsible for providing exceptional service to our customers and ensuring their satisfaction with our products...
-
Manchester, United Kingdom ACCS - ARES Customer Care Solutions GmbH Full timeJob SummaryAs a Customer Service Representative in our Asset Management team, you will be responsible for providing exceptional customer service to our clients. You will be the primary point of contact for customers, handling their inquiries, and resolving any issues they may have.Key ResponsibilitiesProvide timely and effective responses to customer...
-
Manchester, United Kingdom ACCS - ARES Customer Care Solutions GmbH Full timeJob SummaryAs a Customer Service Representative in our Asset Management team, you will be responsible for providing exceptional customer service to our clients. You will be the primary point of contact for customers, handling their inquiries, and resolving any issues they may have.Key ResponsibilitiesProvide timely and effective responses to customer...
-
Customer Care Officer
3 months ago
Manchester, United Kingdom Eco Assets Manager Full timeTitle: Customer Care! Job Description: Are you passionate about providing top-notch customer service? Join our team as a Customer Care Officer. Responsibilities: - Engage with customers in a friendly and professional manner, promptly addressing their inquiries, concerns, and feedback. - Provide personalized assistance and guidance to customers, helping them...
-
Customer Care Representative
3 months ago
Manchester, United Kingdom Eco Assets Manager Full timeCustomer Support Representative **Duties**: - Assist customers with inquiries, concerns, and issues in a professional and timely manner. - Perform data entry tasks accurately and efficiently. - Communicate effectively with English customers. - Analyze customer needs and provide appropriate solutions or recommendations. - Upsell products or services to...
-
Customer Care Representative
3 months ago
Manchester, United Kingdom Eco Assets Manager Full timeCustomer Support Representative **Duties**: - Assist customers with inquiries, concerns, and issues in a professional and timely manner. - Perform data entry tasks accurately and efficiently. - Communicate effectively in both English and Spanish to assist bilingual customers. - Analyze customer needs and provide appropriate solutions or recommendations. -...
-
Customer Care Officer
3 months ago
Manchester, United Kingdom Eco Assets Manager Full timeTitle: Customer Care Representative **Job Description**: We are currently seeking a dedicated and empathetic Customer Care Representative to join our team. In this role, you will be responsible for providing exceptional customer service and support to our valued clients. **Responsibilities**: - Provide accurate product information, pricing details, and...
-
Customer Service Representative
7 days ago
Manchester, United Kingdom ACCS - ARES Customer Care Solutions GmbH Full timeJob SummaryWe are seeking a highly motivated and enthusiastic individual to join our team as a Customer Service Representative. As a key member of our Customer and Digital Connect department, you will be responsible for providing exceptional customer service and support to our clients.Key ResponsibilitiesProvide timely and effective support to customers via...
-
Native Speaker Customer Care Officer
3 months ago
Manchester, United Kingdom Eco Assets Manager Full time**Job Title: Native Speaker Customer Care Officer** **Job Type**: Contract **Company Overview**: Join our dynamic team as a Native Speaker Customer Care Officer in Stockport, Manchester. We are a forward-thinking company committed to delivering exceptional customer experiences. If you're passionate about customer service and fluent in a native language, we...
-
Customer Service Representative
6 days ago
Manchester, United Kingdom Select Service Partner UK Ltd Full timeAbout the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Team Member at Select Service Partner UK Ltd. As a Team Member, you will play a pivotal role in delivering exceptional customer experiences and contributing to the success of our business.Key ResponsibilitiesEngage with customers and provide an outstanding...
-
Customer Service Representative
6 days ago
Manchester, United Kingdom Select Service Partner UK Ltd Full timeAbout the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Team Member at Select Service Partner UK Ltd. As a Team Member, you will play a pivotal role in delivering exceptional customer experiences and contributing to the success of our business.Key ResponsibilitiesEngage with customers and provide an outstanding...
-
Customer Service Manager
4 months ago
Manchester, United Kingdom CurrentBody Full timeCurrentBody, a global ecommerce company specialising in beauty devices, is seeking a skilled and experienced Customer Service Manager to join our team. As the pioneering online destination for home use health and beauty technology, we offer the largest selection of safe, clinically-proven electrical health and beauty products in the world, backed by our team...
-
Customer Service Engineer
1 week ago
Manchester, United Kingdom Wheelchair Transport Service, Inc. Full timeJoin Our Team as a BMS Service EngineerAbout the RoleWe are seeking a highly skilled BMS Service Engineer to join our team at Wheelchair Transport Service, Inc. as a key member of our service and small projects division. As a BMS Service Engineer, you will be responsible for providing expert technical support and services to our clients in the North West...
-
Customer Service Engineer
6 days ago
Manchester, United Kingdom Wheelchair Transport Service, Inc. Full timeJoin Our Team as a BMS Service EngineerAbout the RoleWe are seeking a highly skilled BMS Service Engineer to join our team at Wheelchair Transport Service, Inc. as a key member of our service and small projects division. As a BMS Service Engineer, you will be responsible for providing expert technical support and services to our clients in the North West...
-
Customer Service Manager
2 months ago
Manchester, United Kingdom Kinaxia Logistics Full timeAKW GL are recruiting a Customer Service Manager to join their team at their site in Manchester. The successful candidate will be responsible for planning, coordinating and controlling the activities of the customer service team to ensure that the needs of customers are being satisfied and a world class service is being delivered and promoted across the...
-
Customer Service Manager
2 months ago
Manchester, United Kingdom Kinaxia Logistics Full timeAKW GL are recruiting a Customer Service Manager to join their team at their site in Manchester. The successful candidate will be responsible for planning, coordinating and controlling the activities of the customer service team to ensure that the needs of customers are being satisfied and a world class service is being delivered and promoted across the...
-
Customer Service Manager
24 hours ago
Manchester, United Kingdom The Portfolio Group Full timeCustomer Service Manager 5 days a week in office Based in Manchester City Job Overview: We are seeking a dedicated and experienced Team Manager to lead and support a team of 20 in a fast-paced environment. The ideal candidate will have a strong focus on quality, empathy, and customer service, while also driving improvements in operational efficiency. In...
-
Customer Service Manager
1 month ago
Manchester, United Kingdom Xclusive Recruitment Full timeLeading logistics company are looking for someone with the following skills -To lead and develop the department to deliver the highest level of client and customer service which meet customer and business expectations.Identification of areas of development where improvements can be delivered through best practiceTo champion the Customer Commitment across the...
-
Customer Service Manager
2 months ago
Manchester, United Kingdom The Pilot Group Full timeThe Pilot Group Customer Service Manager Our businesses cover electrical wholesale, energy management, EV charging and traffic control systems, working across a wide range of commercial and industrial applications - This role sits specifically in ESL who are one of the businesses that make up the group- they are in essence a global trading business. ESL...
-
Customer Service Manager
1 week ago
Manchester, United Kingdom Four Recruitment Ltd Full time**Job Summary**Four Recruitment Ltd is seeking a highly skilled Customer Service Manager to join our team. As a key member of our organization, you will be responsible for ensuring seamless and exceptional service delivery to our clients.Key Responsibilities:Manage a team of logistics, internal account executives, and sales support administrators to deliver...