Customer Service Manager

Identify Talent; Scunthorpe; On-site; GBP 34,000 - 40,000; Full time

Job summary

A leading recruitment firm is representing a Customer Service Manager role in Scunthorpe. The position involves leading the Customer Care Team, ensuring exceptional service and addressing customer inquiries and complaints. The ideal candidate will have proven experience in customer service management, strong leadership skills, and a commitment to quality and customer satisfaction.

Qualifications

• Proven experience in customer service management, ideally within a fast-paced or manufacturing environment.
• Strong leadership and people management skills, with a track record of developing high-performing teams.
• Commitment to quality and customer satisfaction.

Responsibilities

• Lead, manage and develop the Customer Care Team to deliver exceptional service.
• Monitor KPIs including response time and customer satisfaction.
• Collaborate cross-functionally with departments.

Skills

Customer-focused mindset

Leadership skills

People management

Problem-solving

Job description

CUSTOMER SERVICE MANAGER

Location: Scunthorpe

Type: Permanent

Salary: £40,000

Job Summary

We are currently representing a Customer Care Manager opportunity on behalf of our client, a leading manufacturing business. This role is pivotal in leading the Customer Care Team, ensuring all enquiries and complaints are resolved promptly, professionally and with a focus on continuous improvement.

Main Duties

• Lead, manage and develop the Customer Care Team to deliver exceptional service and meet performance targets.
• Oversee all customer enquiries, complaints and service requests across phone, email and digital channels.
• Monitor KPIs including response time, customer satisfaction and resolution rates, ensuring service standards are consistently met.
• Identify recurring issues and implement corrective actions to improve processes and prevent future problems.
• Manage escalated cases and resolve complex service issues with professionalism and efficiency.
• Collaborate cross-functionally with Sales, Quality and Operations to ensure seamless after-sales support.
• Prepare regular reports on team performance and customer feedback, driving continuous improvement initiatives.
• Coach and mentor team members to build capability and enhance service delivery.

Person Specification

• Proven experience in customer service management, ideally within a fast-paced or manufacturing environment.
• Strong leadership and people management skills, with a track record of developing high-performing teams.
• Customer-focused mindset with a commitment to quality and satisfaction.
• Leadership experience and strong people management skills