Customer Service Manager

Trapeze Recruitment Services Ltd; Bridge; On-site; GBP 30,000 - 45,000; Full time

Job summary

A family-run recruitment agency in Bridge is seeking a Customer Service Manager to lead their team. The role involves ensuring high levels of customer satisfaction, managing ticket responses, and overseeing daily operations. Candidates should possess strong leadership skills and experience in customer service. The position offers benefits such as a profit-related bonus, private healthcare, and pension.

Benefits

Annual profit-related bonus

Private healthcare for family

Pension

Long service awards

Qualifications

• Proven experience in a customer service leadership or supervisory role.
• Excellent problem-solving skills and ability to make decisions under pressure.
• Ability to analyse service metrics and implement improvements.

Responsibilities

• Lead the customer service team ensuring tasks are completed on time.
• Manage customer service tickets to ensure timely responses.
• Monitor equipment repairs and communicate delays to Procurement.

Skills

Customer-focused mindset

Strong communication skills

Organisational and time management

Problem-solving skills

Team leadership and coaching

Tools

CRM systems

Microsoft Office

Job description

Company Profile

Working for an expanding family run business you will be confident to lead the customer service team and ensure tasks and roles are being completed on time and correctly. To excel within this role, you will need to have great communication skills, manage your time effectively and understand what business critical tasks are and what will benefit the customer experience most. The company is in a lovely rural setting therefore, candidates must be able to drive.

This is a full-time office-based position with the working hours of Monday to Friday 08:00 to 17:00.

Key duties & responsibilities of Customer Service Manager

• Keep speed and customer satisfaction at the heart of every decision
• Lead the customer service executives
• Ensuring all orders are despatched same day to warehouse
• Monitor couriers on time deliveries and report any instances to the operations team
• Manage the customer service tickets to ensure repairs and services are monitored within your timelines
• Monitor equipment repairs and warranties and communicate manufacturer delays to Procurement
• Manage email boxes and ensure responses are made within 24 hours
• Monitor back orders and ETAs
• Maintain communication with the sales & marketing team of operational changes
• Weekly reporting

Required qualifications, knowledge, experience & skills of Customer Service Manager

• Proven experience in a customer service leadership or supervisory role
• Strong communication skills, both verbal and written, with the ability to handle escalations professionally
• Team leadership and coaching abilities, with a focus on motivation and performance improvement
• Excellent problem-solving skills and the ability to make decisions under pressure
• Customer-focused mindset with a passion for delivering high-quality service
• Organisational and time management skills, with the ability to prioritise tasks effectively
• Experience with CRM systems and customer service software
• Ability to analyse service metrics and implement improvements
• Adaptability to change and a proactive approach to continuous improvement
• IT proficiency, including Microsoft Office (especially Excel, Word, and Outlook)

Benefits

• Annual profit related bonus capped at 12% paid quarterly
• Private healthcare for family
• Pension
• Long service awards

Only suitable candidates will be directly contacted about this position, and we will not store or process the data of candidates in any way unless consent has been obtained