Service Delivery Manager

2 weeks ago


Kilmarnock, East Ayrshire, United Kingdom Escape Recruitment Services Full time

Escape Recruitment Services is seeking a seasoned professional to fill the role of Customer Service Team Manager for a thriving SME organisation based in the UK. This is a fantastic opportunity for an experienced leader to join a dynamic team and drive exceptional customer service standards.

Key Responsibilities:

  • Oversee the day-to-day operations of the Customer Service team, ensuring seamless delivery of services to internal and external customers.
  • Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
  • Coach, mentor, and train team members to improve their skills and performance.
  • Collaborate with internal departments to identify areas for process improvement and implement changes.
  • Lead the team in prioritizing tasks, meeting deadlines, and achieving customer service level agreements.
  • Conduct regular team meetings and one-on-ones to ensure open communication and address any concerns.
  • Participate in management sales meetings to drive business growth and development.
  • Review internal processes and identify opportunities for cost savings and efficiency improvements.
  • Provide forecasting and reporting to internal teams to inform business decisions.

Requirements:

  • Proven experience in a similar role, with a strong track record of delivering exceptional customer service.
  • Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.
  • Strong commercial and business acumen, with the ability to analyze data and make informed decisions.
  • Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
  • Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.


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