Customer Service Manager

Sure Start Staff; Manchester; On-site; GBP 32,000 - 37,000; Full time

Job summary

A technology services provider in Manchester is seeking a Customer Service Manager to lead customer service operations and enhance client experiences. The ideal candidate will have excellent communication skills, be detail-oriented, and able to manage customer interactions effectively. The role involves overseeing logistics, developing returns processes, and ensuring service excellence at every touchpoint. This full-time position offers a salary of £32,000 - £37,000.

Benefits

22 days annual holiday

Free on-site parking

Additional benefits to be confirmed

Qualifications

• Proactive and people-focused.
• Experience in managing customer service operations.
• Ability to resolve customer complaints effectively.

Responsibilities

• Oversee customer communications from order to delivery.
• Manage returns and warranty processes.
• Maintain strong relationships with partners and customers.
• Ensure customer satisfaction throughout the service process.

Skills

Excellent communication skills

Detail-oriented

Customer satisfaction focus

Organizational skills

Tools

QuickBooks

Job description

Overview

Pay: £32,000.00-£37,000.00 per year

Job Description:

Customer Service Manager I £32k - £37k I Middleton

(Office-based)
Salary: £32,000 - £37,000
Hours: 9am 5pm (Full-Time)
Contract: Perm

Start: Flexible, will wait until the New Year for the right person!

Who we are

We are tech lifesavers! We specialise in giving corporate IT equipment a second life securely collecting, wiping, refurbishing, and redistributing IT assets with care and precision.

We turn old tech into new opportunities delivering great value, protecting data, and helping the planet at the same time.

We re a fast-growing, friendly team who believe in doing things the right way with integrity, innovation, and a sense of humour. If you re passionate about great service, smart solutions, and making a difference, you ll fit right in!

Role Overview

We are seeking a proactive, people-focused Customer Service Manager to lead and elevate our customer service operations.

In this key role, you ll oversee customer and client communications, returns, logistics, and reseller support, ensuring a seamless experience from order to delivery.

The ideal candidate will be adaptable, highly organized, and detail-oriented, with excellent communication skills and a passion for delivering exceptional customer service.

Main Responsibilities

Customer Service Excellence

• Develop, implement, and manage a robust returns and warranty process.
• Oversee all customer communications from order through to delivery, ensuring a smooth, consistent experience.
• Drive customer satisfaction and ensure service excellence at every touchpoint.
• Build and maintain strong relationships with key partners and customers, continually enhancing their experience.
• Coordinate logistics and transport arrangements to support business operations as required.

ITAD / Ex-Lease Operations

• Support key partners throughout the ITAD process.
• Liaise with clients and arrange collections using approved carriers.
• Verify collection paperwork and site scan logs, promptly addressing any discrepancies.
• Confirm receipt of consignments into the facility using the ERP system.
• Monitor and ensure adherence to service level agreements (SLAs).

Reseller Support

• Ensure all customer complaints are resolved promptly and effectively, collaborating with internal teams to prevent recurrence.
• Coordinate logistics to align with specific order requirements and timelines.
• Accurately enter all purchase orders (POs) into the system to maintain up-to-date and reliable records.
• Provide timely ETAs, process updates, and proof of delivery (POD) information to customers and partners.

Accounts Support

• Provide assistance to the Finance Director as required.
• Accurately invoice all customer orders using QuickBooks.
• Prepare and issue customer statements and provide Purchase Ledger support.

Company Development

• Collaborate on ISO documentation and process development.
• Support the senior management team in ensuring a smooth transition to our new site.
• Contribute to the implementation and optimization of the new ERP system, creating clear process documentation.
• Champion the company s vision and values, contributing innovative ideas to drive growth and success.
• Play an active role in developing and promoting the Re-com culture.

Perks

• 22 days annual holiday
• Free on-site parking
• MORE TBC