Customer Service Delivery Manager
3 days ago
Page Group are excited to be exclusively partnered with a fast growth manufacturing business based in Caerphilly.
We are recruiting a Customer Service Delivery Manager on a full time, permanent basis.
**Client Details**
The client:
- Sunday Times Top 100 Profit List
- Fast growth business undergoing multiple company acquisitions
- Leading manufacturing company with an international presence
- Internal sustainability and environmental initiatives
- Based in Caerphilly, free on site parking
- Gold award Investors in People
**Description**
The role:
The Customer Service Delivery Manager will oversee and deliver excellent customer experience in terms of response, lead time and problem resolution.
You will have line management responsibility of 12 headcount with the view to grow the team over the next 12 months.
Working alongside the Group Customer Service Manager you will lead the customer service team in delivering world class efficiencies in resolving service enquiries, concerns, and complaints. The role of Service Delivery Manager is a cross-functional role,working across the business with key stakeholders within Sales and Operations.
Skill Requirements:
The post holder will possess the following competencies knowledge and experience - and skills:
- Proven customer support experience
- Experience of leading, developing and motivating a team of 10+ people
- Familiar with CRM systems and practices
- First class communication skills - verbal and written
- Ability to adapt/respond to a diverse customer base
- Knowledge of manufacturing processes/products
- Demonstrable problem-solving experience - root cause analysis, quality tools, preventative, and corrective actions
- A create problem solver who is constantly on the look out to continuously improve process & procedure
- Ability to work under pressure, with excellent organisational skills
Main Responsibilities:
The post holder will be deputy to the Group Customer Service Manager and is fully responsible for the following activities:
- Full co ordination of in-coming customer concerns and requests
- Monitoring & Reporting all Customer Service Delivery Metrics inc ASA, AHT, Abandoned rate, Response Times, Rate per Hr
- Setting expectations and coaching to ensure that the highest standards of service delivery are achieved
- Empowering the Customer Service team to resolve any customer queries and give support, where required, to resolve high levels complaints and analyse all revenue opportunities and respond accordingly to ensure they are maximised.
- Ownership of the Customer Feedback Tracker to ensure compliance with feedback procedures & resolutions
- Determine case allocation by site, product, service.
- Setup internal communication loops with relevant departments
- Take ownership and manage escalated customer complaints
- Ensure additional customer related information is directed to the correct place for resolution.
- Liaise with relevant departments regarding the development and/or progress of case
- Ensure customers are kept fully informed of development and/or progress of case
**Profile**
*Manufacturing experience (not essential but preferred)
*Experience leading customer service teams
*Excellent leadership capabilities
*Ability to liaise with other key stakeholders and departments
**Job Offer**
- £30,000 to £36,000
- Customer Service Delivery Manager
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