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Livingston, West Lothian, United Kingdom Hays Specialist Recruitment Limited Full time{"title": "Customer Service Manager", "description": "Job SummaryWe are seeking a highly skilled Customer Service Manager to join our team at Hays Specialist Recruitment Limited. As a key member of our sales office, you will be responsible for managing and coaching a team of customer service representatives, providing excellent customer service and sales...
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Customer Services Manager
3 months ago
Your new companyThis prestigious manufacturing company based in Livingston is on the lookout for a hands-on, experienced Customer Services Manager to join their leadership team within the Sales & Commercial function of a growing business. Working with household names in the food and beverage sector, it is an exciting opportunity to build and manage relationships with market-leading brands.Your new roleIn this role, you'll be responsible for managing a growing team. You'll oversee the development of the Customer Service function, ensuring they deliver outcomes to the highest level. Key responsibilities include:
- Managing and motivating a team of 8 coordinators on a daily basis, organising and leading 1:1 reviews and monthly team meetings.
- Ensuring that all queries and comms are handled efficiently and professionally by the team within agreed timelines.
- Be involved in handling day-to-day queries in a fast-paced environment.
- Set, track, and manage KPIs and SLAs and create reports on a monthly basis.
- Improve the overall customer experience by creating and evaluating new strategies.
- Responsible for managing absences, fairly distributing and delegating workloads throughout the team.
What you'll need to succeedTo ensure your success in this role, you'll have:
- Strong leadership skills and previous experience managing a high-performing team.
