Customer Service Manager

Pimlico Banks; Daventry; Hybrid; GBP 50,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

Holiday buy and sell

Pension

EV salary sacrifice car scheme

Private medical insurance

Life assurance

Job summary

Pimlico Banks is seeking an experienced Customer Service Manager to lead and develop its customer service function in Daventry. You will head a team responsible for customer experience, CRM usage, and continuous improvement across phone, email and digital channels.

The role offers a clear progression to a Head of Customer Services remit with hybrid working and a comprehensive benefits package.

Qualifications

• Experience leading a B2B customer service function.
• Proven ability to develop customer service processes and improve performance.
• Strong experience with KPIs, SLAs and customer satisfaction metrics.
• Experience working with CRM systems and data reporting.

Responsibilities

• Lead, support and develop the customer service and sales administration team.
• Maintain and improve customer service standards and performance.
• Develop customer service processes, CRM workflows and data quality.
• Oversee customer enquiries across phone, email and digital channels.
• Manage escalations and complex customer issues.
• Use root cause analysis to reduce recurring problems.
• Monitor KPIs, SLAs, response times and satisfaction.
• Report on service performance to senior management.

Skills

Team leadership

CRM systems

KPI management

Stakeholder management

Analytical thinking

Tools

Microsoft Dynamics

Salesforce

Job description

Customer Service Manager / Head of Customer Services | £50k - £60k | Hybrid

B2B | CRM | Customer Experience | Continuous Improvement

Pimlico Banks Recruitment are working with an established business in Daventry looking for an experienced Customer Services Manager to lead and further develop its customer service function.

You'll take responsibility for an established customer service and sales administration team, with a wider remit covering customer experience, CRM systems and continuous improvement.

For an experienced Customer Service Manager / Customer Services Manager looking for more responsibility, the role offers a clear route towards a broader Head of Customer Services remit.

The Role

You'll be responsible for the team, customer service performance and the continued development of the function.

Key responsibilities include:

• Leading, supporting and developing the customer service and sales administration team
• Maintaining and improving customer service standards and performance
• Continuing to develop customer service processes and ways of working
• Overseeing customer enquiries across phone, email and digital channels
• Managing escalations and more complex customer issues
• Using root cause analysis to reduce recurring complaints and service issues
• Monitoring KPIs, SLAs, response times and customer satisfaction
• Developing and improving CRM usage, workflows, data quality and reporting
• Working closely with Sales, Operations and Finance to ensure a joined-up customer experience
• Using customer feedback and service data to identify further improvements
• Reporting on customer service performance to senior management
• Helping develop consistent customer service standards across the wider group

About You

We're looking for someone with strong experience leading a B2B customer service function.

You'll need:

• Experience managing and developing a customer service team
• Strong CRM experience - Microsoft Dynamics, Salesforce or similar
• A track record of improving customer service processes and performance
• Experience working with KPIs, SLAs and customer satisfaction measures
• Confidence handling escalations and complex customer issues
• Strong communication and stakeholder management skills
• Good analytical and problem-solving skills
• The ability to work effectively across different business functions

You may currently be working as a Customer Service Manager, Customer Services Manager, Customer Experience Manager, Sales Support Manager or Head of Customer Services.

The Opportunity

You'll take responsibility for an established customer service team, with the scope to continue developing processes, systems and service standards.

Over time, the remit will expand to support the development of customer service across the wider group.

• Hybrid working - initially 4 days office / 1 day home, moving to 3/2
• Holiday buy and sell scheme
• Pension
• EV salary sacrifice car scheme
• Private medical insurance
• Life assurance

If you're an experienced Customer Service Manager looking for a role with greater responsibility and scope to develop, we'd be interested in hearing from you.