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Customer Service Team Manager

2 months ago

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

Escape Recruitment Services is seeking a highly experienced and skilled Customer Service Team Manager to join our client, a successful and growing SME organisation based in the UK. The ideal candidate will have a proven track record of delivering exceptional customer service and leading high-performing teams.

Key Responsibilities:
  • Team Management: Day-to-day operation management of the Customer Service team, ensuring excellent customer service is delivered as standard to internal and external customers.
  • Coaching and Development: Coach, develop, and train the Customer Service team to ensure they have the skills and knowledge required to deliver exceptional customer service.
  • Performance Monitoring: Use data to create planning and monitoring KPIs, investigating and resolving customer issues and escalations.
  • Leadership: Work closely with internal departments across the business, leading the team to prioritise, achieve daily tasks, and meet deadlines.
  • Customer Service Level Agreements: Ensure the team is achieving customer service level agreements and maintaining stock levels.
  • Communication: Conduct regular team meetings and one-to-ones, attend and participate in management sales meetings, and provide forecasting and reporting to internal teams.
  • Process Improvement: Review internal processes and identify opportunities for improvement, providing hands-on support to team members as required.
Requirements:
  • Experience: Previous experience of working in a similar role, including Team Manager, Team Leader, Customer Service Manager, etc.
  • People Management: Proven people management experience, with the ability to lead by example and deliver high customer service standards.
  • Commercial Acumen: Strong commercial and business acumen, with experience of working within manufacturing, distribution, and/or supply chain.
  • Communication Skills: Exceptional communication skills, with the ability to work in a fast-paced, hands-on operation role.