Customer Service Manager - Lead & Elevate Service Standards

Work Lyf Group Ltd; Tunstall; Vor Ort; GBP 33.000 - 36.000; Vollzeit

Benefits dieser Stelle

25 days holiday plus bank holidays

Workplace pension

Free on-site parking

Complimentary tea and coffee

Opportunity to shape service standards

Zusammenfassung

Work Lyf Group is seeking a Customer Service Manager to lead a team of Customer Service Administrators and Account Managers in Stoke-on-Trent. You will drive service standards, operational performance and continuous improvement, owning the customer service function.

The role requires strong leadership, experience in e-commerce/logistics environments, and a proactive approach to improving customer experiences. 37.5 hours per week, permanent, with a salary of £33,000–£36,000 DOE.

Qualifikationen

• Experience managing a customer service team.
• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Experience in e-commerce, wholesale, logistics, warehousing or similar operations.
• Ability to interpret KPIs and performance data; reporting skills.

Aufgaben

• Lead, coach and develop a team of Customer Service Administrators and Account Managers.
• Set, monitor and improve customer service KPIs and SLAs.
• Manage escalated customer enquiries, complaints and service issues.
• Oversee order processing, delivery communications, returns and backorder management.
• Analyze service data and customer feedback to identify improvements.
• Collaborate with sales, marketing, warehouse and operations for a seamless customer experience.
• Support resource planning, training and team development initiatives.
• Produce management reports and maintain CRM and operational records.

Kenntnisse

Team leadership

Customer service

Communication

CRM systems

Problem solving

Jobbeschreibung

Work Lyf Group is seeking a Customer Service Manager to lead a team of Customer Service Administrators and Account Managers in Stoke-on-Trent. You will drive service standards, operational performance and continuous improvement, owning the customer service function.

The role requires strong leadership, experience in e-commerce/logistics environments, and a proactive approach to improving customer experiences. 37.5 hours per week, permanent, with a salary of £33,000–£36,000 DOE.