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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 electrical wholesale, energy management, EV charging, and traffic control systems. 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.

Main Responsibilities
  • Customer Service Leadership: Lead and manage the Customer Service Team to ensure delivery of exceptional customer service.
  • Process Improvement: Review and enhance business processes to ensure market-leading internal and external customer service.
  • Relationship Management: Lead the team in managing, maintaining, and growing day-to-day business relationships for long-term sales success.
  • Record Keeping: Ensure accurate records of discussions or correspondence with customers and maintain a culture of continuous improvement.
  • Collaboration: Collaborate with internal teams across sales, customer service, logistics, sourcing, buying, and finance to ensure business alignment and achieve growth goals.
  • Problem-Solving: Investigate and solve complex customer problems to ensure positive commercial and customer-centric outcomes.
  • Team Development: Drive a culture of continued professional development and be accountable for internal people processes.
  • Capacity Planning: Be accountable for capacity planning and work with other departments to ensure cross-functional business outcomes.
  • Recruitment and Onboarding: Oversee recruitment and onboarding for all customer service roles.
  • Team Performance: Build and be accountable for team KPIs to ensure team and business alignment to achieve company growth goals.
  • Reporting: 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.
  • Meetings and Events: Manage, plan, and coordinate internal and external meetings, trips, and visits.
Benefits
  • Monthly Peer Recognition Awards
  • Holidays Increase with Length of Service
  • Opportunity to Buy Additional Holidays
  • Life Assurance
  • Healthshield - Health Cash Plan
  • Salary Sacrifice Savings Scheme
  • Regular Charity Events
  • Informal, Supportive, and Friendly Team
Location

Head Office, Manchester (Short walk from Manchester Victoria train station)