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Customer Service Manager

4 months ago

Chepstow, United Kingdom The Growth Consultants Full time

Customer Service Manager


Are you an enthusiastic and experienced leader with a passion for delivering excellent customer care? We are searching for a Customer Service Manager to join a dynamic team to drive the customer service operations up to a new level.


About The Client


We are partnered with a multi-national service provider that supports businesses across the UK. They cater to a wide range of companies, from SMEs to large corporations, offering a variety of business-critical services. Their solutions help businesses concentrate on their core activities while also reducing their environmental footprint.


Role Responsibilities


  • Plan and manage customer service operations within budget and relevant KPIs.
  • Enhance customer service operations to reduce customer effort and boost retention.
  • Monitor SLA compliance and manage successes and failures.
  • Handle the start-up and termination processes for customers.
  • Provide solutions to customer issues within your mandate, including credit notes.
  • Ensure retention of portfolio accounts and maintain standard commercial terms.
  • Collaborate on credit monitoring with shared services.
  • Coach and train customer service employees (both office and field-based) to maintain high competence levels.
  • Manage all customer service resources, including personnel.
  • Implement operational improvements for new business processes and quoting procedures.
  • Lead initiatives for customer service operations improvement.
  • Drive operational improvements at plant and customer unit levels.
  • Identify and implement opportunities for problem prevention.


What are they looking for?


  • A successful background leading and managing a customer service teams in a B2B environment.
  • A commitment to continuous improvement within the department and team.
  • Excellent communication skills.
  • Ability to listen and influence peers and team members.
  • Comfortable working in collaboration with other departments.
  • Strong organisational skills to ensure timely task completion for yourself and others.
  • A strong leader who builds a strong working culture and environment.


What’s on offer?


  • A basic salary up to £48,000
  • Private Medical Insurance
  • Life Assurance
  • 33 Days Holiday
  • Company Pension Scheme
  • On-site parking
  • Career progression opportunities
  • Ongoing personal development/training opportunities
  • Opportunity to work with a successful team
  • Employee assistance programme