Customer Service Manager

Culligan UK limited; Wolverhampton; On-site; GBP 40,000 - 60,000; Full time

Job summary

A UK-based water management company is seeking an experienced Customer Service Manager to lead its customer service team. The role requires delivering exceptional customer service, managing day-to-day operations, and ensuring service level agreements are met. Candidates should have proven experience in a similar role, strong leadership skills, and excellent communication abilities. This position offers competitive benefits including holiday entitlement, pension scheme, and further development opportunities.

Benefits

23 days' holiday + Bank Holidays

Company Pension scheme

Company Sick Pay (after qualifying period)

Cycle to Work scheme available

Employee rewards and discounts

Option to join Health Care Cash Plan

24/7 access to Employee Assistance Programme

Ongoing learning and development platform

Free onsite parking

Life Assurance

Qualifications

• Proven experience as a Customer Service Manager or similar role in a fast-paced environment.
• Strong leadership and team management skills, with the ability to motivate and inspire others.
• Excellent communication and interpersonal skills, with a focus on customer relationships.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Proficiency in using customer service software and CRM systems.
• Strong analytical skills to assess service performance and implement improvements.

Responsibilities

• Identify and implement appropriate resourcing plans within the department to ensure service delivery levels.
• Manage and coach team leaders to develop their leadership and operational effectiveness.
• Implement agreed quality standards and identify, recommend and implement programmes of operational improvement.
• Manage the performance of the team and ensure their ongoing development.
• Identify cost savings potential and implement actions to deliver it.
• Monitor the effectiveness of new processes and systems to improve service to customers.

Skills

Leadership skills

Communication skills

Analytical skills

Customer relationships

Conflict resolution

Tools

Customer service software

CRM systems

Job description

Culligan UK Limited is looking for an experienced and enthusiastic Customer Service Manager to lead our customer service team.

As a critical player in our organisation, you will be responsible for delivering exceptional customer service and ensuring that customer inquiries and needs are addressed efficiently and effectively.

You will manage the day-to-day operations of departments in order to ensure the delivery of customer Service Level Agreements both internally and externally, and achieve defined operational targets

Key Responsibilities:

• Identify and implement appropriate resourcing plans within the department, to ensure service delivery levels, and achieve defined operational targets
• Manage and coach team leaders to develop their leadership and operational effectiveness
• Implement agreed quality standards and identify, recommend and implement programmes of operational improvement.
• Manage the performance of the team, and take action to ensure their ongoing development, appropriate skill levels, and staff motivation
• Identify cost savings potential and implement actions to deliver it
• Manage the implementation and monitor the effectiveness of new processes and systems in order to ensure improvements in the level of service to customers

• Proven experience as a Customer Service Manager or similar role in a fast-paced environment.

• Strong leadership and team management skills, with the ability to motivate and inspire others.
• Excellent communication and interpersonal skills, with a focus on customer relationships.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Proficiency in using customer service software and CRM systems.
• Strong analytical skills to assess service performance and implement improvements.

• 23 days' holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance