Customer Service Manager

www.findapprenticeship.service.gov.uk - Jobboard; Treorchy; On-site; GBP 40,000 - 50,000; Full time

Job summary

A prominent distribution company in Treorchy is seeking an experienced Customer Service Manager to lead and improve their customer service operations. In this role, you will manage a large team, drive service enhancements, and foster a culture of proactive problem-solving. This position offers a competitive salary of £40,000 - £50,000, plus pension and additional benefits, with great opportunities for professional growth.

Benefits

Pension

Additional benefits

Opportunities for progression

Qualifications

• Proven experience as a Customer Service Manager or similar role.
• Strong understanding of customer service metrics and performance measures.
• Ability to lead and develop diverse teams.

Responsibilities

• Manage and develop a team of over 20 customer service professionals.
• Drive improvements in contact centre operations and service delivery.
• Oversee complex customer service cases and resolutions.
• Analyse performance metrics to enhance service quality and efficiency.
• Implement strategies to improve customer satisfaction.

Skills

Leadership

Customer service improvement

Team performance management

Data analysis

Training and development

Job description

Customer Service Manager

£40,000 - £50,000 + pension & additional benefits

Treorchy

Are you an experienced Customer Service Manager with a passion for improving service delivery and aftersales? Does the thought of joining a growing company with a great culture and a company that can offer excellent further opportunities for progression appeal to you?

If so, we'd like to hear from you.

We are currently recruiting for a Customer Service Manager to join a leading distributor for an exciting opportunity in Treorchy. The company in question has ambitious plans for the future and in this newly created role, you will get the chance to oversee a whole customer service operation setting new standards in customer satisfaction, team performance and efficiency.

As Customer Service Manager you will:

• Lead and Inspire:Manage and develop a growing team of over 20 professionals across inbound sales, after sales and call handlers.

• Transform Service Delivery:Drive the evolution of the contact centre operations, including the smooth rollout of a new customer service centre, improving the phone system, modernising customer interactions, and embedding industry-leading service practices.

• Deliver Excellence: Oversee complex and sensitive customer service cases, ensuring prompt, empathetic, and effective resolution while safeguarding our brand reputation.

• Create a Data-Driven Culture: Analyse key performance metrics (SLAs, call handling times, dropped calls, resolution rates) to continuously improve service quality and efficiency and CSAT scores.

• Develop Strategic Initiatives: Implement forward-thinking strategies to enhance customer satisfaction, streamline operations, and strengthen team engagement.

• Build & Grow Talent:Drive recruitment, onboarding, training, and performance management to develop a highly skilled and motivated workforce.

• Empower and Upskill Teams:Foster a positive, collaborative team environment, designing and delivering training to boost capability in customer interaction and problem-solving.

This is a great opportunity if you are looking for a varied challenge where you can transform customer operations. You will be encouraging a culture of proactive problem solving, team engagement and service innovation.

As well as a competitive salary, you will have the benefit of joining a collaborative, forward thinking culture with full support from senior management.

For immediate consideration, please forward your CV to Vibe Recruit today.

Vibe Recruit is acting as an Employment Agency in relation to this vacancy.