Customer Service Manager

HSB Technical Ltd; Scotland; On-site; GBP 40,000; Full time

Job summary

A leading company in the engineering field is seeking a Customer Service Manager. This permanent position in Fife involves leading a team to deliver exceptional customer experiences, focusing on process improvement and KPI management. Ideal candidates will have a solid customer service background in fast-paced environments.

Benefits

Good Benefits

Qualifications

• Experienced Customer Service Manager with a fast-paced engineering background.
• Ability to manage demanding ship owners, OEMs and engineers.
• Availability for on-call duties.

Responsibilities

• Lead and develop a high-performing customer service team.
• Monitor KPIs ensuring quality service delivery.
• Handle escalation issues efficiently.

Skills

Organisation skills

Process improvement

Drive

Job description

• Type: Permanent

Customer Service Manager

Position: Customer Service Manager
Job ID: 2177/7
Location: Fife - On Site
Rate/Salary: £40,000
Benefits: Good Benefits
Type: Permanent

HSB Technical Ltd is a specialist recruiter within the Power & Propulsion, Shipbuilding, Maritime Shipping, Energy and Subsea sectors – visit: www.hsbtechnical.com for a list of our vacancies.

We have a number of permanent and contract vacancies for multiple businesses across the UK and overseas.

The below job description will outline this position of: Customer Service Manager

Typically, this person will be an experienced Customer Service Manager from a fast paced engineering background.

We are looking for someone with exceptional organisation skills, an eye for detail and the ability to think outside the box in terms of process improvement.

This role will lead a team of service coordinators to ensure that both internal and external customers receive a "best in-class" customer experience.

HSB Technical’s client is an established and well-regarded business entity.

Duties and responsibilities of the Customer Service Manager:

Lead, mentor, and develop a high-performing customer service team
Monitor the customer interaction and internal KPIs ensuring a quality service and delivery
Handle any escalation issues and resolve them efficiently
Continuous develop and implementation of customer service policies and procedures
Work cross-functionally with other departments to improve the overall customer experience
Analyse business data and trends to identify areas for improvement
Undertake Service coordinator activities as and when the demand requires
This is an incredibly pacey position, you need to have drive and be able to manage demanding ship owners, OEMs and engineers

Qualifications and requirements for the Customer Service Manager:

Ability to drive
Work on an “on call” rota covering the service inbox and emergency phone out of hours

This vacancy is being advertised by HSB Technical Ltd who have been appointed to act as a recruitment partner for this role.

• Duration: Permanent