Customer Service Manager

ESP Utilities Group Ltd; Leatherhead; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company in the utilities sector is seeking a Customer Fulfilment Team Manager to lead a team focused on process optimization and customer service excellence. The role involves driving performance, managing customer relationships, and ensuring high engagement within the team. Ideal candidates will have extensive experience in team management and a strong focus on delivering results. You will thrive in a sociable environment and be proactive in problem-solving and process improvement.

Qualifications

• 5+ years of managing small-medium sized teams.
• Experience measuring and managing productivity.
• Background in utilities or distribution industries.

Responsibilities

• Drive high performance and team engagement.
• Manage ESP's Strategic Accounts function.
• Support ESP's Change Programme.

Skills

Leadership

Customer Service

Communication

Problem Solving

Data Analysis

Tools

Microsoft Products

Reporting Tools

Job description

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Customer Fulfilment Team Manager

The Customer Fulfilment Team Manager's primary role is in ensuring the effective day-to-day leadership of the Customer Fulfilment Team. This includes measuring productivity, performance management, tracking KPIs and identifying improvement opportunities that support efficiency gains. They will demonstrate a focus on process optimisation which encourages a simplification and automation of processes that ensure we deliver on time, and to the highest possible standard. The Customer Fulfilment Team Manager needs to motivate, support, and coach the team and should demonstrate effective leadership, mentoring, and coaching to ensure high engagement is sustained and that professional conduct is demonstrated consistently by all individuals.

The Customer Fulfilment Team work closely with our customers (Developers/ICPs/UIPs/SLPs) to support their success throughout key stages of the customer journey. This includes reviewing document submissions, responding to email queries, supporting customers with ESP's processes, and answering mainline phone calls.

ESPUG is looking for an experienced people manager with an enthusiasm for driving high-performance and a willingness to take ownership of issues and seek resolutions.

Key Responsibilities include:

• Drive high performance
• Deliver performance transparency
• Demonstrate effective people management
• Drive team engagement
• Manage ESP's Strategic Accounts function
• Develop and sustain team resilience
• Guarantee productivity in the team
• Build a knowledge of each process
• Drive the optimisation of processes
• Have excellent customer service
• Play an integral part in managing our customer relationships
• Take a lead in composing and improving customer communication
• Support ESP's Change Programme
• Share regular presentations to the team & Senior stakeholders
• Curate management information and reports

Person Specification

We want someone who will endeavour to do their best and set themselves high standards to meet. It is important that you are a confident communicator who will play an active role in both internal and external conversations via email, call and in person. You need to be someone who thrives when working in a sociable environment, enjoys solving the occasional puzzle and will ask questions whenever you are unsure.

• Team management experience - ideally 5+ years of managing small-medium sized team
• A natural ability to lead and motivate
• Experience in measuring and managing productivity
• A strong focus on delivering first-rate customer service
• An ability to turn information into action
• An ability to analyse complex data using reporting tools and Excel etc.
• Previous responsibility for decision making on matters that impact people and/or process
• A positive and innovative approach to problem solving
• An 'eye' for improvements and realising opportunities for efficiency gains
• Evidence of building trust and respect amongst stakeholders of varying seniority
• Capability of developing staff through training and performance planning
• Confident and professional communications skills incl. presenting
• An ability to produce insightful management information and reports
• Clarity, accuracy, and attention to detail
• Strong organisational skills
• Ability to effectively manage change
• A flexibility in communication/approach to suit other's preferences
• Solid working knowledge of Microsoft products
• Experience in managing poor performance and handling conflict
• A background within either the utilities or distribution industries
• An understanding of Six Sigma Continuous Improvement principles; including DMAIC