Customer Service Manager

TN United Kingdom; Dartford; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a passionate people manager to lead a dynamic team of customer service professionals. This role involves motivating a team of nine, ensuring performance excellence, and collaborating with various departments to enhance service delivery. The ideal candidate will have a nurturing approach and experience in an order processing environment. With opportunities for career progression and a focus on continuous improvement, this position offers a rewarding challenge in a supportive work environment. Join a forward-thinking company that values teamwork and personal development.

Benefits

Free lunch every day

Gross profit bonus scheme

Increasing annual leave up to 24 days

Qualifications

• Experience managing a team of 5+ in an order processing environment.
• Ability to analyze data against service level targets.

Responsibilities

• Motivating and managing a team of 9 customer service professionals.
• Monitoring performance against key metrics and improving service.

Skills

People Management

Team Motivation

Data Analysis

Performance Monitoring

Collaboration

Tools

Excel

CRM Systems

Job description

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Days: 5 days a week in the office (split across 2 sites in Dartford)

Benefits: Free lunch every day, gross profit bonus scheme, increasing annual leave up to 24 days

My client is looking for a strong people manager to motivate and lead a team of 9 customer service professionals in Dartford. The team is responsible for processing circa [number] orders per day across a product range of [number] items sold to the construction industry.

This role involves:

• Motivating and managing a team of 9 customer service professionals, including 1 remote team member
• Monitoring performance against key metrics including OTIF dispatch, Credit % of sales, accuracy, response times, volume of orders processed, volume of calls taken, and value of upsells
• Attending weekly Head of Department meetings, Operations meetings, and department meetings, making active contributions
• Working closely with the Transport Manager and Sales Manager to resolve operational issues and improve service to a loyal customer base
• Analyzing data against service level targets and championing a continuous improvement environment
• Holding 1-2-1s, performance reviews, and progression reviews with the team, outlining clear career paths and development opportunities

The ideal Manager for this team

• Passionate about working collaboratively with other departments
• Nurturing and motivating approach to team management
• Previous experience managing a team of 5+ in an order processing environment
• Experience building reports in Excel, including data extraction from CRM systems or similar

Next Steps

I will be conducting interviews for this role on behalf of my client immediately.