Customer Care Manager

London Drainage Facilities Ltd; Chipping Ongar; On-site; GBP 40,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Customer Care Manager, where you will lead a dynamic team to enhance customer satisfaction and operational efficiency. This role involves strategic planning, team leadership, and optimizing dispatch processes to ensure timely service delivery. As part of a rapidly growing organization, you will drive continuous improvement and foster a culture of excellence. If you are a strategic thinker with strong leadership skills and a passion for customer service, this is an exciting opportunity to make a significant impact in the drainage industry.

Qualifications

• 5+ years experience in dispatch/logistics with managerial experience.
• Strong leadership and team management skills are essential.

Responsibilities

• Oversee daily dispatch and scheduling for on-time job arrival.
• Lead and manage the Customer Experience team effectively.

Skills

Leadership Skills

Communication Skills

Dispatch Management Software Proficiency

Analytical Skills

Customer Service Experience

Education

5+ years in Dispatch or Logistics

3+ years in Managerial Role

Tools

Big Change Software

Job description

Join a Leading Innovator in Drainage Solutions!

We are thrilled to offer an exceptional opportunity to become part of one of the fastest growing and most innovative companies in the drainage industry, with over 17 years of excellence.As our organisation continues to expand, we are seeking a highly skilled and experienced Customer Care Manager to lead our dynamic Customer Experience Team.

If you’ve looking for a challenging and rewarding role in a well-established yet rapidly growing company – and if you have the expertise to drive operational excellence – this could be the perfect opportunity for you!!

A Customer Care Manager is a high-level professional individual, responsible for overseeing and managing the dispatch and scheduling operations of our organisation, ensuring efficiency, compliance, and high levels of customer service.

Job Title:

Customer Care Manager

Salary:

Up to £50,000 per year (dependent on experience)

Job Summary:

The Customer Care Manager is responsible for leading and managing our Customer Experience Team to ensure efficient and timely coordination of operations. This role involves strategic planning, staff management, optimisation of the scheduling process, and adherence to SLA. The manager ensures effective communication between departments, resolves operational challenges, and drives continuous improvement in the dispatching and scheduling of engineers to jobs and overall customer satisfaction.

Key Responsibilities:

Operations Management:

1.Oversee daily dispatch and scheduling activities to ensure on-time job arrival, service quality, and operational efficiency.

2.Develop, implement, and optimise dispatch and scheduling processes, policies, and workflows.

3.Monitor and analyse key performance indicators (KPIs) related to Customer Experience Team and logistics performance.

4.Ensure all dispatch and scheduling operations comply with company policies, safety standards, and industry regulations.

Customer Experience Improvement

1.Develop and implement Customer Service procedures and standards to enhance Customer satisfaction and increase customer loyalty.

2.Resolve escalated customer complaints or complex issues promptly and professionally.

3.Maintain accurate data and records of customer interaction, feedback, and resolution outcomes.

4.Work closely with other departments e.g. Key Account Managers, Business Development Team, Technical Service Managers to address customer concerns and align customer service with business goals

Team Leadership:

1.Lead, mentor, and manage the Customer Experience team, including Team Leader.

2.Conduct regular performance evaluations and provide coaching, training, and development opportunities for staff.

3.Resolve escalated issues and foster a positive, productive work environment.

Communication and Coordination:

1.Serve as the primary point of contact between the Customer Service Team members, Customers, Clients, and other internal departments.

2.Ensure clear and timely communication of schedules, changes, and operational updates.

3.Collaborate with cross-functional teams to align scheduling operations with broader organisational goals.

Technology and Reporting:

1.Utilise and manage Big Change software, systems, and tools to streamline operations.

2.Prepare and present detailed operational reports, including data analysis and recommendations for improvement.

3.Stay updated on technological advancements and recommend upgrades or new tools to enhance dispatch and scheduling efficiency.

Problem-Solving and Decision-Making:

1.Address and resolve operational issues, such as delays, vehicle issues, material deliveries, staff shortages, in a timely manner.

2.Implement contingency plans to manage reactive emergencies and ensure minimal disruption to operations.

3.Control and manage out of hour rota, ensuring there is enough cover for the level of work.

Qualifications:

Education and Experience:

•5+ years of experience in dispatch, logistics, or a related field, with at least 3 years in a managerial role.

Skills and Competencies:

•Strong leadership and team management skills.

•Excellent communication and interpersonal abilities.

•Proficiency in dispatch management software and systems.

•Analytical skills to evaluate operational data and make informed decisions.

•Ability to work under pressure and handle multiple priorities.

•Experience in customer service and complaint handling

Key Attributes:

•Strategic thinker with a focus on continuous improvement.

•Problem-solver with a hands-on approach.

•Customer-focused mindset with attention to detail.

If this is you, please get in touch!!! [e-mail]