Customer Service Manager

4 days ago

Liverpool, Liverpool, United Kingdom Morgan Ryder Associates Full time
About the Role:

The Customer Service Manager will be responsible for leading a dedicated customer service team in delivering exceptional service to defence and military customers. This role will see the successful candidate managing and supporting a team of six, some of whom work remotely, to ensure that customers receive prompt, professional, and effective assistance across a variety of service touchpoints.

Responsibilities will include overseeing day-to-day operations, driving service excellence, and maintaining strong relationships with both internal stakeholders and external military clients. The ideal candidate will also play a key role in refining processes and ensuring that the team is equipped to handle the unique challenges of supporting the defence sector.

Key Responsibilities:

• Lead, motivate, and manage a team of 6 customer service representatives, ensuring high standards of customer care are maintained at all times.
• Provide guidance and support to both in-office and remote team members.
• Develop and implement strategies to improve customer satisfaction, streamline processes, and drive efficiency.
• Manage escalations and resolve complex customer service issues in a timely and professional manner.
• Ensure all service requests, enquiries, and returns are handled in compliance with company procedures and industry regulations.
• Maintain strong working relationships with military and defence customers, ensuring their specific needs and requirements are met.
• Liaise with internal teams such as sales, logistics, and finance to ensure customer requirements are fulfilled.
• Oversee the preparation of export documentation, delivery schedules, and related service reports.
• Support the development and training of the customer service team to enhance their skills and capabilities.
• Collaborate with senior leadership on strategic planning and continuous improvement initiatives.

What We're Looking For:

The successful candidate will have previous experience in a Customer Service Management role, ideally within a technical, defence, or military-related environment. Strong leadership skills with experience managing a mixed in-office and remote team are essential. Experience with SAP is advantageous, though not essential. Familiarity with export documentation and military compliance processes would be beneficial, but not required. Excellent communication skills and the ability to build strong relationships with customers and internal teams are also necessary.

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