Senior Customer Service Manager

Role Description

As Senior Customer Service Manager for Evolution Power Tools (UK & EU) you will lead and

manage the Customer Service function located in the UK, France and Poland, ensuring high

quality support for customers and driving the overall customer experience strategy. You will lead

teams of customer service representatives, 3rd party providers, while collaborating with various

departments to ensure seamless operations. The Senior Customer Service Manager will also be

responsible for analysing customer feedback, improving processes and implementing new

customer service initiatives and ensuring all customer enquiries are resolved in a timely and

efficient manner.

About you

We are looking for an enthusiastic results driven leader with a deep understanding of customer

service excellence. You thrive in fast paced environments and have a passion for delivering an

exceptional customer experience. You have strong interpersonal skills, are an effective

communicator and are known for your ability to drive change and improve processes. You excel

at building and leading teams, creating a positive work culture, and aligning customer service

strategies with business goals.

Key Responsibilities

• Oversee the day-to-day operation of the customer service team, ensuring all tasks are completed accurately and in line with our SLA's
• Build team capability by deploying/developing competency and behaviour frameworks for the team ensuring best practice is established and maintained.
• Support the creation of training sessions and documentation to upskill the team in soft skills and competencies.
• Improve volume and quality of CSAT and NPS across all territories and all methods of communication.
• Extract data and generate actionable insights for the team and wider business.
• Monitor team workload/ productivity including offline tasks and make recommendations on resourcing. Ensure the team structure supports future growth considering customer demand and growth areas within the EU
• Create efficiencies within the processing of orders by embedding EDI in all geographies, where EDI is not possible work with IT to create solutions for automation and eliminate human touch points.
• Enhance technical support options utilising a variety of different methods, including physical advisors to video content.
• Collaborate with the US Senior Customer Service Manager to share best practice and ensure a consistent customer experience across the globe

• Opportunity to develop in role and evolve the customer experience:

• Enhance customer programs such as warranty to ensure all trading geographies are receiving the same offering.

• Evaluate proactive customer engagement strategies, including outbound calling to B2B and D2C customers.

• Evaluate self-service options for customers including Livechat enhancements.

Abilities, expertise and skills

• People development and Support – Implementation of competency and behaviour frameworks ensuring best practice is established and building team capabilities.
• Strategic Thinking – Strong capability in developing and executing customer service strategies that align with business goals
• Operational Efficiency – Leading projects that support continuous improvement of operational procedures including but not limited to development of CRM tools and customer journey and order processing efficiencies.
• Leadership and Team Management – Ability to lead, motivate, and manage a diverse team while fostering a positive and customer-centric work environment.
• Communication skills – Excellent verbal and written communication skills, with the ability to communicate effectively with internal teams and external customers.
• Customer-Centric Focus – Strong dedication to delivering the best customer experience, with a thorough understanding of customer needs and expectations.
• Collaborative Working – cross functional working with numerous sales and operations teams and to drive performance and process
• Data analysis – Proficiency in analysing customer service data, extracting insights and making data-driven decisions to improve customer satisfaction.,
• Technology – Familiarity with customer service tools, CRM systems, ERP systems and contact centre/telephony platforms and the ability to adopt new technologies to improve team performance.
• Project Management – The ability to lead the business through customer experience projects relevant to customer journey, including customer touchpoints and methods of contact.
• Adaptability – Ability to thrive in rapidly changing environments and effectively handle the challenges that come with scaling customer service operations.

Preferred skills

• Experience: At least 5 – 7 years of experience in customer service with a minimum of 3 years in a managerial or leadership role
• Industry Experience: Experience in a similar industry is a bonus
• Technology: Experience with Salesforce, SAP and 8x8 or similar platforms

Remuneration Details

We are committed to developing our people to reach their full potential; we provide a wide

range of personal and professional development opportunities throughout the year.

• 25 Days Annual Leave + Bank Holidays
• Day off for your birthday
• Breakfast in the office
• Westfield Health Benefit Cash Plan
• Company Bonus Scheme
• Life Assurance
• Nursery support
• Employee Product Discounts
• Company Leave Benefit (Paid leave for when most needed)
• Charity Focus
• International Exposure