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Service Excellence Lead

2 months ago

Birmingham, Birmingham, United Kingdom PYVITAL Full time £50,000

About the Role:

Pyvital is seeking a highly skilled and experienced Customer Service Manager to lead our customer service and warehousing teams. As a key member of our operations team, you will be responsible for ensuring the seamless operation of our customer service and warehousing functions.

Key Responsibilities:

  • Team Management: Lead, support, and develop the customer service team, ensuring they are well-equipped to handle customer inquiries, claims, returns, 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 our product range through training provided by the company, enabling effective communication with customers and the ability to assist the team in technical queries.

Key Competencies:

  • 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 our product range.
  • Proactive and Hands-On: A 'can-do' attitude with the ability to take initiative, solve problems, and lead by example.

What We Offer:

  • Competitive salary with opportunities for growth and development.
  • 30 Days annual Leave + Bank holidays.
  • Comprehensive training on our 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.