Customer Excellence Manager

Bowmay Consulting Ltd; Burnley; Sur place; GBP 42 000 - 62 000; Plein temps

Résumé du poste

Bowmay Consulting Ltd is seeking an experienced Customer Service Manager to lead a busy customer care team and drive day-to-day performance. You will collaborate with senior management to enhance processes and the overall customer experience, coaching staff and aligning resources to meet KPIs.

The role focuses on delivering excellent customer service, building strong client relationships, and implementing strategic improvements across the customer journey in a manufacturing environment.

Qualifications

• Experience leading or supervising a customer-facing team.
• Experience in a busy manufacturing environment.
• Background in a similar role such as Customer Service Manager/Customer Care Manager or Customer Excellence Manager.

Responsabilités

• Lead, motivate and develop a team of customer service professionals.
• Monitor team performance against KPIs.
• Hold regular 1-to-1s, provide coaching and feedback.
• Oversee daily workloads and ensure adequate resourcing.
• Support resolution of complex customer queries and act as escalation point.
• Build strong customer relationships and develop opportunities to grow business.
• Manage and follow up enquiries to progress opportunities.
• Monitor service levels, outstanding work and customer commitments.
• Produce and analyse regular performance and sales reports.
• Identify trends and recommend process improvements.

Connaissances

Team leadership

Communication skills

Customer-first approach

Performance management

Analytical skills

Organisation

Problem solving

Stakeholder management

Hands-on management

IT literacy

AI tools

Outils

AI tools

Description du poste

We're looking for an experienced Customer Service Manager to join a growing business and take responsibility for the day-to-day leadership and performance of a busy customer care team.

Working closely with senior management, you'll help drive performance, develop your team and identify opportunities to improve processes and the overall customer experience.

The Role

As Customer Service Manager, you will:

• Lead, motivate and develop a team of customer service professionals.
• Monitor team and individual performance against agreed KPIs.
• Hold regular 1-to-1s, provide coaching and give constructive feedback.
• Oversee daily workloads and ensure the team is adequately resourced.
• Support the resolution of complex customer queries and act as an escalation point.
• Build strong customer relationships and support opportunities to develop existing business.
• Manage and follow up enquiries, ensuring opportunities are progressed effectively.
• Monitor service levels, outstanding work and customer commitments.
• Produce and analyse regular performance and sales reports.
• Identify trends and recommend improvements to processes and performance.Work collaboratively with other departments to ensure a smooth customer journey.

About You

We're looking for a positive, driven and commercially aware people leader who genuinely enjoys developing others and delivering great customer service.

Ideally you'll have previous experience of working within a busy manufacturing environment.

You should already have experience in a similar role as Customer Service Manager / Customer Care Manager or Customer Excellence Manager. We're looking for someone strategic who can implement new processes.

You'll ideally have:

• Experience leading or supervising a customer-facing team.
• Strong communication and relationship-building skills.
• A customer-first approach combined with commercial awareness.
• Confidence managing performance and having difficult conversations when required.
• Good analytical skills and the ability to interpret KPIs and reports.
• Excellent organisation and attention to detail.
• A proactive approach to problem-solving and continuous improvement.
• The ability to work confidently with senior stakeholders.
• A hands-on, supportive management style.
• You should be IT-savvy and be used to working across multiple systems as well as utilising the AI functions.

Most importantly, we're looking for someone who can bring energy to a team, lead from the front and turn objectives into consistent day-to-day delivery.

If you're an experienced customer service professional looking for a role where you can make a genuine difference to both your team and the wider customer experience, we'd love to hear from you