Customer Service Manager

Calibre Search Ltd; East Midlands; Remote; GBP 55,000 - 60,000; Full time

Job summary

A leading company in the engineering sector is seeking a Customer Service Manager to oversee field-based operations, enhance service quality, and manage a diverse team. This role involves strategic development, risk management, and ensuring compliance with safety standards. Candidates should possess strong leadership and communication skills, along with a background in operations management. The position offers a competitive salary and benefits.

Benefits

Company Car

Pension (Employee 5%, Employer 3%)

Corporate Eyecare

Discretionary Benefits (Group Life Assurance, Private Medical Insurance after probation)

Qualifications

• Senior-level operations management experience in engineering or hire/B2B environments.
• Strong people management, communication, and IT skills.

Responsibilities

• Implement customer service policies aligned with business objectives.
• Lead projects and manage risks.
• Ensure adherence to Standard Operating Procedures and improve service quality.

Skills

Communication

Teamwork

Leadership

Customer Focus

Technical Skills

Health & Safety

Resilience

Results Delivery

Job description

Position: Customer Service Manager

Department: Engineering

Location: Field-based

Reports To: Customer Services Director

Team Managed: Depot Operators, Field Engineers, Driver Installers

Salary / Package

Basic Salary - £55,000 - £60,000

Company Car

Benefits: Pension (Employee 5%, Employer 3%), Corporate Eyecare, Discretionary Benefits (Group Life Assurance, Private Medical Insurance after probation)

Role Overview:

We are seeking an experienced Customer Service Manager to support the Customer Services Director in developing and executing customer service operations and risk strategies. This role involves overseeing field-based activities, ensuring operational efficiency, safety, and compliance, while contributing to business strategy and risk management.

Key Responsibilities:

1. Implement and align customer service policies with business objectives.
2. Lead projects, coordinate service functions, and manage risks.
3. Monitor service quality, manage budgets, and ensure performance targets are met.
4. Provide leadership and guidance to team members to drive improvement and efficiency.
5. Ensure adherence to Standard Operating Procedures (SOPs) and collaborate on cost-effective solutions.
6. Participate in out-of-hours on-call management as needed.

Field Engineers:

1. Coordinate engineer deployments and ensure productivity targets.
2. Provide daily support and conduct debriefs to improve service quality.
3. Work on site surveys for complex projects and maintain customer relationships.

Depot Operators:

1. Ensure effective deployment of Driver Installers, maintaining high productivity.
2. Oversee fleet tracking and depot maintenance.

People & Performance Management:

1. Develop training plans and ensure staff compliance with safety and operational standards.
2. Conduct audits and manage the induction process for new hires.

Required Skills & Experience:

• Senior-level operations management experience in engineering or hire/B2B environments.
• Strong people management, communication, and IT skills.
• Ability to develop customer-focused solutions and drive continuous improvement.

Core Competencies:

• Communication, Teamwork, Leadership, Customer Focus, Technical Skills, Health & Safety, Resilience, Results Delivery.

Company Values:

We value Respect, Accountability, Teamwork, Commitment, and Integrity in all our operations.

Note: The repetition of 'Customer Service Manager - Haydock' has been removed for clarity.

Calibre Search promotes equality in the workplace and we welcome applications from all suitably skilled or qualified candidates regardless of their sex, race, disability, religion/beliefs, sexual orientation, or age. We act as both an employment agency and employment business.