Customer Service Manager

Astor Bannerman; Gloucester; On-site; GBP 35,000 - 50,000; Full time

Job summary

Astor Bannerman seeks a Customer Service Manager to lead a team in providing exceptional service for specialist bathing and lifting systems. This full-time role involves managing daily operations, ensuring customer satisfaction, and driving continuous improvement. The ideal candidate will have over 5 years of management experience in a dynamic environment, with a strong focus on customer needs and team performance.

Benefits

Free onsite parking

28 days holiday allowance

Birthday off if on a weekday

Social events

Qualifications

• 5+ years of management experience in customer service.
• Ability to gather and present data.
• Excellent telephone manner.

Responsibilities

• Lead the Customer Service team to deliver outstanding service.
• Manage team performance and customer satisfaction.
• Monitor communications and handle escalated queries.

Skills

Management experience

Customer-focused

Problem solving

Organised

Effective communication

Tools

SAP

Job description

Job Title: Customer Service Manager

Location: Andoversford, Cheltenham

Responsible To: Operations Director

Responsible For: Customer Service Team

Full Time/ Part Time: Full Time (37.5)

Salary: Competitive + bonus

Role Overview

Astor Bannerman manufactures, supplies, installs and services specialist bathing and lifting systems to support disabled and elderly people, their families and carers. We have a 30-year track record as a market leader in our field and an ambition to grow.

Customer service is the point of contact between Astor Bannerman and our customers once our sales team has handed over the order. The Customer Services team liaises during manufacture to arrange installation, and after delivery, they coordinate servicing of equipment during its life and organise repair if required.

The Customer Service Manager is responsible for providing support to our customers and the wider operations team. This role also involves the day-to-day running of the Customer Service department, making executive decisions to ensure smooth operation so that our internal and external customer demands are met while meeting all KPIs and SLAs. The ability to multitask and competently deal with inbound and outbound communication, via phone and email, across a multitude of levels, as well as working towards and helping the business achieve its objectives.

Main functions and responsibilities

• Lead and inspire the team to deliver an outstanding Customer Service experience for our customers.
• Take responsibility for Team Performance, reviews & people management.
• To be responsible and have a full understanding of various tasks that are completed across the department, prioritising tasks, and ensuring maximum coverage.
• Monitor and review Customer Service team communications to maintain a professional style, format, and tone of voice.
• Complete workload allocations.
• Act as the escalation point for more complex queries, take ownership of all customer service complaints, establishing the root cause, and providing feedback to the wider business.
• Responsible for feeding into customer experience innovations that improve or enhance the customer experience.
• Identifying ways to improve the customer journey and sharing ideas with the Operations Director.
• Responsible for customer satisfaction surveys, feedback and Net Promoter Score.
• An ambassador for Astor Bannerman through the positive adoption and display of brand values.
• Assist the Operations Director with compiling and monitoring KPIs, providing BI information for reports, meetings and projects.
• Monitor and nurture customer relationships.
• Attend meetings as a representative of Customer Service.
• Provide training and support to the Customer Service team and the wider business.
• Budget Management.
• Take responsibility for Operational management & improvement, develop procedures and policies that elicit continuous improvement.
• Celebrate success.

Skill, qualifications, and experience

• 5+ years of management experience, ideally in a fast-paced customer service environment.
• Customer-focused and commercially aware.
• Resourceful, good problem solver and organised.
• Organised and competent administrator.
• A desire to go above and beyond in helping and supporting both external and internal customers.
• Able to gather, interpret, and present data from various sources.
• Ability to communicate effectively at all levels.
• Social media aware.
• Excellent telephone manner.
• Experience using an MRP/ERP system such as SAP is preferred (but not a necessity, as training will be given).

Benefits

● Competitive salary plus bonus

● Free onsite parking

● 28 days (including Bank Holidays) holiday allowance, increasing with service + 3-day Christmas shutdown

● Your birthday off if it falls on a weekday

● Social events