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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 focus on business growth, customer satisfaction, and team development.

Main Responsibilities

  • Customer Service Leadership
    • Review, manage, and be accountable for business processes to ensure market-leading internal and external customer service.
    • Enhance and maximize internal processes to ensure a continuous improvement mentality and methodology is adopted across the team.
  • Team Management
    • Lead the team in managing, maintaining, and growing day-to-day business relationships for long-term sales success.
    • Keep accurate records of discussions or correspondence with customers and ensure the team does the same.
  • Collaboration and Communication
    • Collaborate with internal teams across sales, customer service, logistics, sourcing, buying, finance to ensure business alignment and achieve growth goals.
    • Investigate and solve customers' problems, which may be complex or long-standing, to ensure a positive commercial and customer-centric balanced outcome.
  • Capacity Planning and Development
    • Be accountable for internal people processes.
    • Drive a culture of continued professional development.
    • Be accountable for capacity planning and work with other departments to ensure cross-functional business outcomes are achieved.
  • Recruitment and Onboarding
    • Be responsible for overseeing recruitment and onboarding for all customer service roles.
  • Performance Management
    • Build and be accountable for team KPIs to ensure team and business alignment to achieve companies' growth goals.
    • Build and report team function outputs to ensure, using data, business alignment and determine the level of customer service being provided.
  • Ad Hoc Projects
    • Participate and lead ad-hoc business projects as required.

Benefits

  • 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

Head Office, Manchester (short walk from Manchester Victoria train station).

Commutable from

Manchester, Greater Manchester, Oldham, Rochdale, Warrington, Widnes, Runcorn, Preston, St Helens, Altrincham, Stockport, Bury, Bolton, Leigh, Wigan, Wilmslow.