Customer Service & Ops Manager

Culina Group Limited; Banbury; On-site; GBP 40,000 - 54,000; Full time

Benefits offered by this job

25 days annual leave

Employee bonus

Private medical cover

Pension scheme

Life assurance

Wellbeing/training support

Eye care vouchers

Discount platform

Recognition programs

Job summary

Great Bear, part of the Culina Group, is seeking a Customer Service Manager to plan, coordinate and control the activities of a service team, maintaining strong client relationships and achieving operational objectives. Based in Banbury, you will lead daily operations and drive service excellence.

You will recruit, mentor and develop staff, monitor KPIs, manage budgets and implement policies to improve customer satisfaction.

Qualifications

• Experience in a customer facing environment and ability to manage client relationships.
• Understanding of post-despatch operations to advise others.
• Passion for delivering excellent customer service in a growing business.
• Strong written and verbal communication skills adaptable to situations and personalities.
• Ability to lead a team and manage performance through one-to-ones and appraisals.
• Coaching, training and motivating teams to deliver high-end results.
• Creative problem solving and team management approach.
• Knowledge of relevant sector practices and setting clear objectives.

Responsibilities

• Lead daily operations of the service team to meet objectives.
• Develop and implement customer service policies and procedures.
• Plan and maintain the team budget and shift patterns.
• Recruit, mentor and develop team members for future roles.
• Oversee all team activities and handle complex escalated issues.
• Hold regular team meetings and conduct monthly 1-2-1s and appraisals.
• Build strong relationships with internal and external stakeholders.
• Monitor and report KPI performance and identify improvements.
• Propose opportunities for growth and service enhancements.
• Support growth strategies with management.

Skills

Customer facing

Leadership

Team management

Performance management

Budget management

Policy implementation

Stakeholder relationship

Coaching & mentoring

Problem solving

Communication (verbal & written)

Job description

Great Bear, part of the Culina Group, is seeking a Customer Service Manager to plan, coordinate and control the activities of a service team, maintaining strong client relationships and achieving operational objectives. Based in Banbury, you will lead daily operations and drive service excellence.

You will recruit, mentor and develop staff, monitor KPIs, manage budgets and implement policies to improve customer satisfaction.