Customer Services 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

Company Description

Great Bear (Part of the Culina Group) provides distribution services to FMCG clients. Customer centric service focus is delivered through a site-level empowered culture.

Company Description

Great Bear (Part of the Culina Group) provides distribution services to FMCG clients. Customer centric service focus is delivered through a site-level empowered culture. At Culina we have a winning culture, we believe that our culture is one of the reasons our company continues to thrive… A place where you're valued, challenged, and inspired!

Job Description

The main purpose of the Customer Service Manager role is to plan, co-ordinate and control the activities of a service team to maintain and enhance customer / client relationships and meet organisational and operational objectives.

KEY ACCOUNTABILITIES:

• Manage, lead and direct the daily operations of your team. Ensure team members understand and are equipped to undertake their roles to the best of their ability
• Develop and implement customer service policies and procedures. Monitor and review team processes using customer / client feedback to implement change and make continuous improvements
• Plan and maintain the team budget through the control of resources and shift patterns
• Recruit, mentor and develop team members, nurturing an environment where they can excel through encouragement and empowerment – identify talent for future role
• Oversee all team activity making business critical decisions and handling complex escalated issues in order to maintain a high standard of client relationship
• Hold regular meetings with your team to discuss expectations and continuous improvements for them and the team
• Carry out monthly 1-2-1’s and appraisals - review performance and feedback on development areas and achievements if required
• Build and maintain strong relationships with internal and external stakeholders
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Maintain agreed KPI’s and report on performance and potential improvements
• Propose and implement business opportunities for growth and service improvements
• Liaise with company management to support and implement growth strategies

Qualifications

• Considerable experience working in a customer facing environment
• A detailed understanding of post-despatch operations to be able to manage and advise others
• Passion for delivery of excellent customer service within an ever growing business
• Good written and verbal communications, be able to adapt the communication style to meet different situations and personalities
• Ability to lead a team and manage performance objectives through one to ones and staff appraisals
• Coach, train and motivate team members, be able to influence and steer to produce high end results
• A creative approach to problem solving and managing a team
• Knowledge of the sector and relevant operational practices
• Setting clear objectives and motivating teams
• Budget Management

Additional Information

As part of our drive to make Great Bear a great place to work we are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers. Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives. Our People are the driving force behind our success, which is why we offer a wide range of benefits which include:

• Annual Leave – Competitive holiday entitlement of 25 Days + 8 Bank Holidays
• Company Bonus – We do our best work to succeed together. When we achieve our goals you'll be rewarded through our bonus scheme
• Private Medical Cover – This gives you peace of mind, you have choice, flexibility and speed of access to the most clinically appropriate care via Bupa
• Pension scheme – we want colleagues to enjoy a comfortable retirements so we offer a great contribution of 5% employee and 8% employer
• Life Assurance - x 4 your annual salary
• Wellness – Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year
• Eye Care Vouchers – We can provide you with substantial savings with free eye tests and discounts on prescription glasses
• Reward & Recognition – We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards.
• Everyday discounts - via our benefit platform you will have access to over 50 retailer discounts for everyday savings!