Customer Experience Leader - Coach, Growth & Excellence

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

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.