Customer Service Manager

JR United Kingdom; Milton Keynes; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in safety solutions is seeking a Customer Services Manager in Milton Keynes. This pivotal role involves leading a team to ensure exceptional customer service and operational excellence. Candidates should possess strong management skills, a proactive mindset, and the ability to foster relationships with customers and internal stakeholders.

Benefits

Comprehensive Benefits

Bonus structure

Hybrid working from home and in the office

Qualifications

• Comprehensive knowledge of McCue's products and operational model.
• Excellent team management skills.
• Outstanding interpersonal and communication abilities.

Responsibilities

• Lead and manage the Customer Service Team.
• Monitor performance against KPIs.
• Oversee customer inquiries, orders, and invoicing.

Skills

Team management

Customer service

Communication

Problem-solving

Leadership

Job description

Social network you want to login/join with:

McCue, part of Bunzl PLC, headquartered in US, design create and install a full portfolio of safety solutions for retail stores, industrial facilities and everywhere in between. This role is pivotal in delivering exceptional customer service and driving operational excellence. The Customer Services Manager leads the team to ensure customer orders are fulfilled accurately and inquiries are resolved promptly. A key component of the role involves cultivating strong relationships both internally and externally to continuously improve customer satisfaction and team performance.

Successful performance in this role will be demonstrated by:

• Real-time and accurate customer quoting and pricing
• Achieving and maintaining 98%+ order loading accuracy
• Answering 98% of calls within 15 seconds
• Timely preparation of shipping documentation for all countries
• Resolution of all customer inquiries within 24 hours

Key Activities:

• Provide strong leadership and management to the Customer Service Team, fostering a culture of accountability, motivation, and continuous improvement
• Monitor and report on performance against KPIs, driving service excellence
• Manage all aspects of customer inquiries, orders, quotations, and invoicing
• Oversee freight costs and courier partnerships to ensure cost-efficiency and service reliability
• Maintain accurate and current customer pricing in internal systems
• Ensure timely and correct generation of quotations and database updates
• Manage the full cycle of credits and returns with fairness and precision
• Take ownership of first-stage logging and resolution of quality issues
• Build productive and respectful relationships with customers and internal stakeholders
• Effectively delegate and balance workloads to maintain service standards under pressure

To excel in this role, you must:

• Demonstrate comprehensive knowledge of McCue's products and operational model
• Possess excellent team management skills and the ability to lead by example
• Be proactive and results-driven with a mindset for innovation and improvement
• Have outstanding interpersonal and communication abilities to foster strong team cohesion and customer rapport
• Exhibit resilience and composure under high-pressure situations
• Handle internal team conflicts constructively and maintain a positive work environment
• Deliver consistently superb customer service and champion a “make it happen” mentality
• Ability to manage remote team members and work alongside remote leaders around the world

Areas of Responsibility

• Leadership and performance of the Customer Services Team
• Oversight of customer engagement: inquiries, order processing, and invoicing
• Continuous monitoring and analysis of KPIs for team performance improvement
• Full lifecycle management of returns, credits, and customer complaints
• Collaborate with Quality Control for issue resolution and service integrity

We Offer:

• Comprehensive Benefits and bonus structure
• Hybrid working from home and in the office

Our Company is committed to providing equal employment opportunity to all qualified applicants and employees without regard to age, race, national origin, pregnancy, sexual orientation, gender identity, religion, disability, service member or veteran status, or any other category protected by law. Individuals requiring accommodation in the application process due to disability please Let Human Resources Know.