Accounts & Customer Service Manager

Michael Page (UK); Blackburn; Hybrid; GBP 35,000 - 41,000; Full time

Job summary

A leading company in the manufacturing sector is looking for an experienced customer service professional to manage key retail accounts and enhance client satisfaction. The role involves resolving complex issues, mentoring junior staff, and driving improvements in service delivery, with a competitive salary and comprehensive benefits on offer.

Benefits

Comprehensive Health & Dental Insurance

Generous Paid Time Off

Employee Discount Program

Professional Development & Training

Wellness Programs

Flexible Work Arrangements

Career Growth Opportunities

Qualifications

• 3-5 years' experience in customer service, preferably in furniture or retail.
• Strong understanding of client needs and service standards.
• Prior leadership or mentoring experience is desirable.

Responsibilities

• Serve as primary point of contact for key retail accounts.
• Support and mentor junior team members.
• Proactively identify areas for improvement in customer service.

Skills

Problem-solving

Conflict resolution

Communication

Organisational skills

Customer-centric mindset

Tools

CRM platforms

Customer service software

Job description

• Hybrid working, flexible shifts patterns & enhanced benefits
• Starting salary of £35k + annual profit shar

About Our Client

We are currently working with a large-scale manufacturing client that specialises in the supply and distribution of household products to a wide range of FMCG and retail accounts across the North and throughout the UK.

Job Description

Key Responsibilities:

• Serve as the primary point of contact for key retail accounts, handling high-level customer inquiries, concerns, and escalations with professionalism and care.
• Take ownership of complex customer issues, ensuring they are resolved promptly and to a high standard, while maintaining strong client relationships.
• Support and mentor junior team members, offering guidance, sharing best practices, and contributing to their professional development.
• Work cross-functionally with internal teams-including sales, logistics, and production-to ensure accurate order processing and swift resolution of any service-related issues.
• Maintain up-to-date and accurate documentation of all customer interactions, issues, and resolutions within the company's CRM system.
• Proactively identify areas for improvement within customer service operations and contribute ideas and solutions that enhance overall efficiency and satisfaction.
• Assist in the onboarding and training of new customer service team members, ensuring alignment with company policies, procedures, and service standards.
• Drive customer satisfaction by ensuring consistent, timely communication and follow-ups, with a focus on delivering a positive end-to-end experience.

The Successful Applicant

Key requirements will consist of:

• A minimum of 3-5 years' experience in customer service, ideally within the furniture, retail, or manufacturing sectors, with a strong understanding of client needs and service delivery standards.
• Proven problem-solving and conflict-resolution abilities, with a proactive approach to addressing customer concerns and ensuring long-term satisfaction.
• Exceptional communication skills, both written and verbal, with the ability to interact confidently with retail clients, internal departments, and third-party partners.
• Proficient in the use of CRM platforms and customer service software, with the ability to manage customer accounts, track interactions, and generate service insights.
• Comfortable working within a fast-paced, collaborative environment, contributing positively to team dynamics and business goals.
• Strong organisational skills and attention to detail, with the ability to manage multiple accounts and service requests efficiently and accurately.
• A customer-centric mindset, with a focus on building and maintaining lasting, positive relationships with key retail accounts and partners.
• Prior leadership experience or mentoring capability is highly desirable, supporting the development and performance of junior team members.

What's on Offer

• Competitive Salary with performance-based bonuses.
• Comprehensive Health & Dental Insurance for you and your family.
• Generous Paid Time Off, including vacation, sick leave, and personal days.
• Employee Discount Program on all company products.
• Professional Development & Training opportunities.
• Flexible Work Arrangements for better work-life balance.
• Wellness Programs including gym membership discounts.
• Career Growth Opportunities within a growing company.