Customer Service Operations Manager
1 week ago
Location: Birmingham (On-Site)
Salary: £50,000 Per Annum
Contract Type: Full-Time, Permanent
About the Role:We are seeking a highly skilled Customer Service Manager to join our team in Birmingham. As a key member of our operations team, you will be responsible for leading the customer service team and overseeing the warehousing team. This is a hands-on, operational role that requires a proactive leader who is ready to manage a team of five in customer service while also supervising the warehousing team.
Key Responsibilities:- Team Management: Lead, support, and develop the customer service team, ensuring they are well-equipped to handle claims, returns, e-shop orders, and sales upselling opportunities.
- Warehouse Oversight: Supervise the warehousing team, ensuring efficient operations and being prepared to step into a hands-on role in the warehouse when required.
- Operational Involvement: Take an active role in day-to-day operations, providing support across customer service and warehousing as necessary, with a primary focus on customer service.
- Process Improvement: Conduct an audit of current processes and systems within the customer service team. Challenge existing practices with a view to streamlining operations and enhancing service delivery.
- Customer Interaction: Engage with customers as needed, ensuring high levels of satisfaction, and stepping in to resolve complex issues.
- Sales Support: Understand the sales processes and contribute to upselling initiatives, providing guidance and support to the customer service team to maximise sales opportunities.
- Technical Knowledge: Gain a deep understanding of the product range through training provided by the company, enabling effective communication with customers and the ability to assist the team in technical queries.
- Leadership Experience: Proven experience managing a customer service team, ideally within a manufacturing or supply environment.
- Operational Agility: Ability to manage and support warehouse operations, with a willingness to be hands-on when necessary.
- Process Improvement: Inquisitive mindset with a strong focus on reviewing and improving operational processes.
- Customer Focus: Strong customer service orientation with the ability to handle complex queries and support the team in achieving high service standards.
- Sales Acumen: Understanding of sales processes, with the ability to support and enhance the team's upselling capabilities.
- Technical Aptitude: Willingness to learn and understand the technical aspects of the product range.
- Proactive and Hands-On: A 'can-do' attitude with the ability to take initiative, solve problems, and lead by example.
- Competitive salary with opportunities for growth and development.
- 30 Days annual Leave + Bank holidays
- Comprehensive training on the company's product range.
- The chance to work in a dynamic environment within a leading industry player.
- An opportunity to make a significant impact on the operations and customer service experience.
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