Customer Service Manager

Helvar; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Helvar is seeking a passionate Customer Service Manager to enhance customer satisfaction and lead a dynamic team. This role involves overseeing service delivery, fostering innovation, and collaborating across departments to ensure an exceptional customer experience. Ideal candidates will have a Bachelor's degree, extensive customer service experience, and strong leadership skills. Join Helvar and contribute to sustainable solutions that improve people's wellbeing.

Benefits

Online learning opportunities

Wellbeing initiatives

Autonomy and balance in work culture

Qualifications

• 5+ years in customer service experience.
• Technical expertise in lighting controls technologies is an advantage.
• Fluent in Finnish, Swedish, and English.

Responsibilities

• Lead customer service team and ensure high-quality service delivery.
• Establish and analyze customer service metrics for improvements.
• Coach and mentor the team for continuous development.

Skills

Communication

Negotiation

Presentation

Teamwork

Leadership

Education

Bachelor’s degree in Business

Job description

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Customer Service Manager – Drive SMART Sustainable Innovation at Helvar

Are you passionate about the customer? Do you want to contribute to innovative, SMART, and sustainable solutions that improve people's wellbeing? If so, Helvar could be your next home.

Our Customer Service Manager at Helvar

As a Customer Service Manager, you will be an essential part of our Customer Success team, working closely with an international team. You can be based in one of our office locations in Espoo (Finland), Dartford (UK), or Stockholm (Sweden). In this role, you will lead and work proactively to support the customer service team in executing the team’s vision by offering professional, efficient, and high-quality service to our customers. This is a hands-on role, responsible for day-to-day service delivery as well as driving continuous improvement. The Customer Service Manager is accountable for maintaining high performance across the team, resolving issues in real-time, and fostering a strong customer-first culture.

What You'll Do As Our Customer Service Manager

1. Lead by example
   • Demonstrate exceptional service standards and inspire the team to consistently deliver outstanding customer experience.
   • Participate in daily customer service activities with the team and lead by example.
   • Support the customer’s purchase to invoice cycle with clear communication and documentation.
   • Collaborate with other departments to ensure seamless customer experience.
2. Lead the Transition
   • Foster innovation, embrace change, and empower the team to achieve new levels of excellence.
   • Lead transition from transaction entry into a multi-skilled department.
   • Identify training needs in the team and in the tools used to upskill the team.
   • Organize training with relevant stakeholders.
3. Metrics and Processes
   • Establish and analyze customer service metrics to drive data-driven improvements.
   • Aim to harmonize processes and systems used.
   • Drive improvements to optimize efficiency.
4. Team Leadership and Collaboration
   • Coach and mentor the team.
   • Identify training needs in the team and in the tools used.
   • Empower the team to make decisions that ensure prompt service to the customer and ensure continuity during absences.
   • Establish best-practices and guidelines for customer service processes.
   • Foster cross-departmental collaboration to enhance efficiency in serving the customer.
5. Market and Industry Knowledge
   • Stay updated on industry trends and emerging technologies.
   • Contribute to improving customer service tools and processes by sharing client feedback and identifying market needs.

Required Skills and Qualifications

• Education: Bachelor’s degree in Business or relevant customer service experience.
• Experience: 5+ years in customer service.
• Technical expertise in lighting controls technologies is considered an advantage.
• Ability to learn new IT systems and willingness to develop existing ones.
• Strong communication, negotiation, and presentation skills.
• Team player with skills and interest to develop the team and oneself.
• Fluent in Finnish, Swedish, and English.
• Ability to lead and manage change effectively.

Why You'll Love Helvar

• We value your growth with online learning opportunities and internal mobility.
• Autonomy and balance in a culture built on trust.
• Wellbeing initiatives including a dedicated Wellbeing Day and weekly Empower Hour.
• A stable, family-owned Finnish company with over 100 years of history, growing internationally.

If you're excited to drive innovation, shape Helvar’s future, and grow in a company with a rich history and forward-thinking mindset, we want to hear from you!

Apply via our Helvar Careers site at helvar.com/careers/ by June 20th. We will interview candidates throughout the application period and fill the position upon finding the right candidate.

For more information, contact our Talent Acquisition & Development Manager: Ben Fryer at [e-mail].