Job Description

Job Purpose

As Customer Service Manager, you will lead and inspire the Customer Service Team, driving branch-based sales and margin growth in line with company standards. You will ensure the delivery of exceptional customer experiences, foster a high-performance culture, and champion our values in every aspect of your work.

Key Responsibilities

Sales Development

Develop and execute sales plans focused on customer retention and growth. Ensure team targets are clearly communicated and consistently achieved. Collaborate closely with the Field Sales team to coordinate sales activities. Review customer contracts and low-margin products, communicating insights to the sales team. Oversee the renewal of expiring customer contracts.
Customer Service Excellence

Ensure all customer orders are processed accurately and promptly. Resolve customer queries swiftly and effectively. Maintain high standards for call response times and office coverage. Proactively communicate with customers, embodying our customer service values.
People Leadership

Recruit, induct, train, and retain a high-calibre team. Continuously assess and develop team members, addressing performance and conduct in line with HR policies. Ensure all training requirements are met and regularly reviewed.
Health & Safety

Manage the team with a strong focus on health, safety, and wellbeing at work.

Skills & Competencies

Active Leadership: Support, develop, and coach your team, delegating effectively.

Collaboration: Work closely with peers and stakeholders to resolve customer queries and complaints, seeking input where needed.

High Performance: Set ambitious goals for yourself and your team, monitor progress, and embrace change.

Customer Focus: Understand and anticipate customer needs, manage contractual requirements, and nurture strong relationships.

Effective Communication: Articulate ideas clearly, listen actively, and tailor your approach to different audiences.

Strategic Planning: Organise workloads, set clear goals, and establish measurable targets for the team.

Technical Skills: Computer literate and numerate.

Qualifications & Experience

Experience in telephone and customer-facing roles. Outbound sales experience. Experience managing a team. Willing and able to work in office 5 days per week (Mon-Fri).
Job Types: Full-time, Permanent

Pay: From 29,000.00 per year

Benefits:

Company pension Employee stock purchase plan Health & wellbeing programme Paid volunteer time
Work Location: In person