Customer Service Manager

Recruitment Direct; Ludlow; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A recruitment firm is seeking an experienced Customer Service Manager to lead a team in Ludlow. The role is primarily remote, requiring 1 day in the office weekly. Key tasks include managing customer service operations, achieving performance targets, and strategic planning for quality objectives. Candidates should have strong leadership skills and a proven record in customer relationship management. This position offers a competitive salary and 23 days of annual leave plus bank holidays.

Benefits

Competitive salary

23 days annual leave plus bank holidays

Qualifications

• Proven leadership experience within a customer service environment.
• Ability to effectively manage customer relationships at a senior level.
• Demonstrated strategic approach towards meeting targets and business plans.

Responsibilities

• Lead and manage a team of customer service colleagues.
• Contribute to strategic operational planning.
• Monitor productivity and work in progress to drive efficiency.
• Conduct monthly SLA performance reviews for management.

Skills

Leadership experience within a customer service environment

Manage customer relationships at a senior level

Strategic approach to meeting targets

Commercial awareness

Planning and organisational skills

Excellent oral and written presentation skills

Job description

We are seeking an experienced Customer Service Manager to join our South Shropshire client on a full time and permanent basis, in a mostly remote capacity working from the office 1 day per week.

The successful candidate will lead and manage a team of customer service colleagues, ensuring they achieve service levels and key performance targets. As a key person within the operations team, you will contribute to strategic and operational planning to support overall business and quality objectives, while monitoring productivity and work in progress to drive efficiency and continuous improvement.

What you can expect:

• Salary: competitive
• Working hours: 37.5 hours per week, Monday to Friday
• Home based 4 days per week, and 1 day per week in the office
• Permanent
• 23 days annual leave plus bank holidays

What you will be doing:

• Review and present SLA performance and data monthly for the senior management team
• Oversee daily and weekly reporting to identify and resolve potential SLA risks
• Ensure report QA completion to meet month-end revenue targets
• Manage resources effectively to meet operational objectives
• Maintain strong communication with external customers and provide operational support across the business
• Support documentation of key processes, training materials, job descriptions, and competencies
• Manage operational impacts of changes, ensuring system/process updates are understood and resourced appropriately with business case support
• Be proactively responsible for staff motivation
• Responsible for performance management and motivation of team

What we are looking for:

• Leadership experience within a customer service environment
• Able to effectively manage customers relationships at a senior level
• A strategic approach to meeting targets and business plansCommercial awareness
• Track record of managing and planning operational delivery
• Exceptional planning and organisational skills
• Excellent oral and written presentation skills

We are an Equal Opportunities Employer.