Customer Service Office Manager

Customer Service Office Manager

Barnsley, South Yorkshire

Full time office based role, great hours, permanent position

Looking for a Customer Service based Office Manager position? Keen on joining a market-leading company? Excellent with supporting and developing customer service people? Live near Barnsley? Great We have a fantastic career opportunity for you.

If you thrive on delivering customer service excellence and leading a team to achieve high levels of engagement and support to our customers, this role is for you.

As a valued team member, you'll be responsible for managing a well-established friendly team of 13 Customer Service Advisors. Success will be measured on team performance, KPIs, and a high level of team engagement with our customers. You'll collaborate well with peers & internal stakeholders such as marketing, warehouse and purchasing as well as have a keen customer centric focus. Therefore good communication and interpersonal skills are essential.

Daily tasks include overseeing the team activity on call and query management ensuring that responses to customers are timely and professional, delivering a satisfactory outcome to requests. An essential responsibility to this role is providing guidance, training and support to individuals where required and be a point of escalation if needed. As a business we undertake regular internal sales campaigns, so energy and enthusiasm to help drive and inspire achievement is key.

If this sounds like the perfect role for you, and you feel like you have the experience and expertise to deliver and inspire customer service excellence, we would love to hear from you.

Key Skills Required

• Proven Leadership Experience: manage / inspire a team to consistently meet targets / KPIs.
• Self-Motivated: Strong initiative and drive, able to engage, motivate, and lead a team towards high performance.
• Commercial Acumen: Excellent judgment and decision-making abilities.
• Experienced in Conflict Resolution: Effectively manage disputes, maintain positive customer and team relationships.
• Proficient in the use of Microsoft Office with previous experience in using ERP systems for transactional activity to understand and support the team (training will be provided on the business' Orderwise ERP system).Experience in using Excel preferred.
• Effective Communicator at all levels: Strong written and verbal communication skills.

Key Responsibilities

• Lead and manage the office team, ensuring high levels of engagement, productivity, and performance.
• Conduct employee appraisals, support recruitment processes, and ensure team members meet their individual KPIs and objectives.
• Serve as a role model, fostering a culture of sales growth, high customer service standards, and collaboration.
• Provide training and coaching to the internal sales team, ensuring they've the skills and knowledge to meet customer requirements and deliver exceptional service.
• Collaborate with the sales team to understand the product range and customer needs, so they have the product knowledge to support sales efforts.
• Oversee the smooth, issue-free onboarding process for new business.
• Function as a point of escalation for customer issues and internal queries, providing timely resolution and supporting decision-making where required.
• Drive promotional sales activity, ensuring that the team meets or exceeds set sales targets.
• Monitor team performance and activity to ensure business processes are followed and that sales opportunities are maximised.
• Continuously assess and improve processes to drive efficiency and maximise results.
• Provide regular performance reports to senior stakeholders, identifying areas of improvement and recommending strategies for better outcomes.
• Take on any additional duties and responsibilities to support evolving needs of the business.

What You'll Receive in Return:

• Competitive Base Salary: £28,000 – £32,000 DOE
• 23 Days Annual Leave
• Buy/Sell Holiday Scheme
• Company Pension Scheme
• Ongoing Training & Development
• PHS Perks: Access discounts at over 800 retailers including supermarkets
• Other benefits include cycle to work and tech schemes, access to online GP for you and members of your household, improved parental leave, 24 hour wellbeing helpline, life assurance and more…

Do you feel ideally suited to this role? Apply now

Why Join Countrywide Healthcare?

Based in the Barnsley area for over 28 years, Countrywide Healthcare are the leading specialist of healthcare consumables and equipment to the care sector and public. The business has an unrivalled reputation and has enjoyed fantastic sales growth to £38m in our last financial year. Countrywide are part pf phs Group, the leading hygiene services provider in the UK. We're a trusted name in the care sector, with a reputation for quality, service, and innovation. As part of the PHS Group, you'll be part of a business that values ambition, collaboration, and doing the right thing—always. This is a unique opportunity to grow your career with a company that genuinely cares about its people, its customers, and the difference we make every day.

At Countrywide, we pride ourselves on our diverse workforce and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination. Please let us know if we need to make any reasonable adjustments for you during the recruitment process.