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Customer Service Director

2 months ago

StratforduponAvon, Warwickshire, United Kingdom The Pilot Group Full time

About The Pilot Group

The Pilot Group is a leading provider of industrial electrical components, connecting the demand and supply of these essential products. Our businesses operate across a wide range of commercial and industrial applications, with a focus on delivering exceptional customer service.

Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to join our team at The Pilot Group. As a key member of our Customer Service Team, you will be responsible for leading and driving the team to deliver market-leading customer service. This is a vital role that requires a strong understanding of customer needs and a proven ability to drive business growth and efficiency.

Main Responsibilities

  • Customer Service Leadership
    • Review and manage business processes to ensure market-leading internal and external customer service.
    • Enhance and maximize internal processes to drive continuous improvement and efficiency.
  • Team Management
    • Lead the team in managing, maintaining, and growing day-to-day business relationships for long-term sales success.
    • Collaborate with internal teams to ensure business alignment and achieve growth goals.
  • Customer Problem-Solving
    • Investigate and solve complex customer problems to ensure positive commercial and customer-centric outcomes.
  • Capacity Planning and Team Development
    • Be accountable for capacity planning and work with other departments to ensure cross-functional business outcomes.
    • Drive a culture of continued professional development and be accountable for team KPIs.
  • Recruitment and Onboarding
    • Be responsible for overseeing recruitment and onboarding for all customer service roles.
  • Reporting and Analysis
    • Build and report team function outputs to ensure business alignment and determine the level of customer service being provided.
  • Ad Hoc Projects
    • Participate and lead ad-hoc business projects to drive business growth and efficiency.

Requirements

  • Proven experience in customer service leadership and team management.
  • Strong understanding of customer needs and a proven ability to drive business growth and efficiency.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Strong analytical and problem-solving skills.

What We Offer

The Pilot Group offers a competitive salary and benefits package, including:

  • Monthly peer recognition awards.
  • Holidays increase with length of service.
  • Opportunity to buy additional holidays.
  • Life assurance.
  • Healthshield - health cash plan that allows you to claim healthcare costs.
  • Salary sacrifice savings scheme.
  • Regular charity events.
  • Informal, supportive, and friendly team.

Location

The role is based at our Head Office in Manchester, with the opportunity to work remotely as needed.

Commutable from

The role is commutable from Manchester, Greater Manchester, Oldham, Rochdale, Warrington, Widnes, Runcorn, Preston, St Helens, Altrincham, Stockport, Bury, Bolton, Leigh, Wigan, and Wilmslow.