Customer Service Manager

Acorn Stairlifts UK; Steeton; On-site; GBP 38,000 - 46,000; Full time

Benefits offered by this job

Induction and training programme

Investors in People award

Healthcare and pension provisions

Free on-site parking

Excellent transport links to Leeds, BR

Cycle to work scheme

Company Events

On site Canteen (Subsidised food)

Job summary

Acorn Stairlifts UK is seeking a Customer Service Manager to lead the UK Customer Service Department at our Steeton headquarters. You will drive a high-performing contact centre, delivering exceptional customer satisfaction across all channels and achieving service-level targets.

Responsibilities include leading Team Leaders and Coordinators, coaching, performance reviews, and fostering a customer-first culture.

Qualifications

• Proven experience managing a customer service operation.
• Customer-focused with a genuine desire to improve both employee and customer experiences.
• Ability to build high-performing teams through effective recruitment, onboarding and talent development.
• Strong people leadership and coaching skills.
• Experience handling customer escalations and complaint resolution.
• Ability to build strong relationships with employees at all levels.
• Excellent interpersonal, influencing and communication skills.

Responsibilities

• Deliver a consistently excellent customer experience across all service channels.
• Ensure customer enquiries, complaints and service requests are resolved efficiently and professionally
• Promote a customer-first culture that supports Acorn's reputation for quality and service
• Monitor customer feedback and implement improvement plans
• Establish clear performance expectations, hold teams accountable for delivering agreed service levels and customer satisfaction
• Create a highly engaged and motivated working environment, and support a positive team culture.
• Lead, coach and develop Team Leaders and Customer Service Coordinators
• Conduct regular one-to-ones, performance reviews and development discussions
• Recognise and reward outstanding performance
• Ensure compliance with company policies, processes and quality standards
• Identify opportunities to improve processes, systems and customer outcomes
• Support the implementation of new technologies and service initiatives
• Share best practice across the wider business

Skills

Customer service management

Customer focus

Team building

People leadership

Escalation handling

Relationship building

Communication skills

Job description

We are currently looking for a Customer Service Manager to lead our UK Customer Service Department based at our Headquarters in Steeton (West Yorkshire, UK).

To lead, develop and motivate a high-performing contact centre customer service team that delivers exceptional customer satisfaction through every customer interaction, achieves key operational and service-level targets, drives continuous improvement, and supports Acorn Stairlifts' commitment to improving lives through outstanding products, service and customer care.

Type of Contract: Full Time, Permanent

Working Hours: Monday to Friday - 40 hours

Benefits of working at Acorn:

• Induction and training programme
• Investors in People award
• Healthcare and pension provisions
• Free on-site parking
• Excellent transport links to Leeds, Bradford, and Skipton
• Cycle to work scheme
• Company Events
• On site Canteen (Subsidised food)

Key responsibilities include:

• Deliver a consistently excellent customer experience across all service channels.
• Ensure customer enquiries, complaints and service requests are resolved efficiently and professionally
• Promote a customer-first culture that supports Acorn's reputation for quality and service
• Monitor customer feedback and implement improvement plans
• Establish clear performance expectations, hold teams accountable for delivering agreed service levels and customer satisfaction
• Create a highly engaged and motivated working environment, and support a positive team culture.
• Lead, coach and develop Team Leaders and Customer Service Coordinators
• Conduct regular one-to-ones, performance reviews and development discussions
• Recognise and reward outstanding performance
• Ensure compliance with company policies, processes and quality standards
• Identify opportunities to improve processes, systems and customer outcomes
• Support the implementation of new technologies and service initiatives
• Share best practice across the wider business

Skills and Experience:

• Proven experience managing a customer service operation
• Customer-focused with a genuine desire to improve both employee and customer experiences
• Ability to build high-performing teams through effective recruitment, onboarding and talent development.
• Strong people leadership and coaching skills
• Experience handling customer escalations and complaint resolution
• Ability to build strong relationships with employees at all levels
• Excellent interpersonal, influencing and communication skills

Must be able to display the Acorn Values

OUR VALUES

• Quality of the products we make and sell and the service we provide
• Unity Working together as one team
• Integrity Acting responsibly and honestly to deliver on our promises
• Caring About our customers, each other and the wider community
• Ambition Taking Pride in all we do and striving to improve

We Recognise Your Efforts

Acorn Achievers: Monthly awards scheme with £100 vouchers for winners and £50 vouchers for runners-up.

Recommend a Friend: Earn up to £100 if your referral joins Acorn.

All recruitment communications will come solely from our internal Recruitment Team at Acorn Stairlifts.

• Please note: this position may close early if we receive a high volume of qualified applications. To ensure ample consideration, please submit your application as soon as possible.