Customer Services Manager

Bagnall Hopkins Recruitment; Wakefield; On-site; GBP 35,000 - 45,000; Full time

Job summary

Join a leading recruitment agency as a Customer Services Manager in Wakefield, where you will oversee a substantial customer service team and ensure high-quality service delivery. This new role involves facilitating team performance, producing reports, and maintaining effective customer relations, all while fostering teamwork and morale. It's a fantastic opportunity for an experienced manager looking to make a significant impact in a dynamic workplace.

Benefits

25 Days Holiday

Competitive Salary

Excellent Benefits

Qualifications

• Management of over 10+ people, both inbound and outbound.
• Experience with Sage and CRM systems.
• Proven customer service skills and good communication.

Responsibilities

• Facilitating the smooth running of the customer service department.
• Producing and presenting reports for management meetings.
• Managing team performance and staff rotas.

Skills

Management experience

Communication skills

Attention to detail

Organisational skills

Tools

Sage

Contact management systems

Job description

Details

Wakefield

Permanent

37.5 hour

25 Days Holiday

Customer Services Manager

Wakefield

Competitive Salary & Excellent Benefits

My client has created a new position of Customer Services Manager which will support the Head of Sales & Customer Services. Your role will be to facilitate the smooth running of the customer service department and to provide efficient service for customers and colleagues. The team is split into four key areas; inbound sales, key accounts, outbound sales and, reception.

This will involve producing reports for customers, reports for campaigns for the outbound team, and implementing and documenting new and existing procedures for the customer service department.

A crucial element of the role is to motivate and ensure teamwork and moral is given high priority.

• Report on a day-to-day basis to the Head of Sales & Customer services.
• Manage and ensure the smooth running of the substantial customer service and reception team:
  • Maintain staff rota’s and ensure adequate cover for inbound calls (Reception and customer services) and sales emails (personally assisting at times as required e.g. lunch times and busy periods including holidays/absence)
  • Manage and monitor team holidays and absences, completing back-to-back to work interviews following any staff absence.
  • Record and analyse staff performance including telephone calls/times.
  • Monitor/assist with the day-to-day team requirements; stock adjustments, returns, released stopped orders etc.
  • Accurately record and improve service level performance including reporting on the non-conformance portal.
  • Listen to calls and provide 1-2-1 training feedback and assistance
• Have oversight of detailed customer reporting ensuring the daily, weekly and monthly reports for customers are created.
• Ensure accurate information is recorded and updated in X3 and Infor CRM databases correctly by the team.
• Ensure stewardship regulations are being adhered to and certificates checks are implemented and accurately recorded.
• Have oversight of the company's carrier invoices, returns and non-conformances.
• Liaise with purchasing and warehouse to facilitate the smooth running of the customers' orders from placing order to delivery.
• Document procedures and ensure they are followed.
• Produce and present at the monthly management meetings and the quarterly sales meetings on the performance of the customer service department

Qualifications/Skills required

• Management experience of over 10+ people both inbound and outbound
• Experience of Sage and contact management systems
• Good communication skills both verbal and written
• Ability to work on own initiative
• A driving licence is essential

This vacancy is being advertised on behalf of Bagnall Hopkins Recruitment who is operating as an employment agency/business. Your application will be sent to one of our consultants for review, at which stage we will be in touch to discuss your details further. If you do not hear from us within 48 hours your application has not been successful.

We will not submit your CV until you have been briefed on the position and we have your consent to do so.

Both Bagnall Hopkins and our clients promote a policy of equal opportunities.

For Bagnall Hopkins’ GDPR policy and how your data will be handled, as well as what your rights are, please visit our website and go to our Privacy Policy

Details

Competitive & Benefits

Wakefield

Permanent

37.5 hour

25 Days Holiday

Customer Services Manager

Wakefield

Competitive Salary & Excellent Benefits

My client has created a new position of Customer Services Manager which will support the Head of Sales & Customer Services. Your role will be to facilitate the smooth running of the customer service department and to provide efficient service for customers and colleagues. The team is split into four key areas; inbound sales, key accounts, outbound sales and, reception.

This will involve producing reports for customers, reports for campaigns for the outbound team, and implementing and documenting new and existing procedures for the customer service department.

A crucial element of the role is to motivate and ensure teamwork and moral is given high priority.

Main duties/responsibilities:

• Report on a day-to-day basis to the Head of Sales & Customer services.
• Manage and ensure the smooth running of the substantial customer service and reception team:
  • Maintain staff rota’s and ensure adequate cover for inbound calls (Reception and customer services) and sales emails (personally assisting at times as required e.g. lunch times and busy periods including holidays/absence)
  • Manage and monitor team holidays and absences, completing back-to-back to work interviews following any staff absence.
  • Record and analyse staff performance including telephone calls/times.
  • Monitor/assist with the day-to-day team requirements; stock adjustments, returns, released stopped orders etc.
  • Accurately record and improve service level performance including reporting on the non-conformance portal.
  • Listen to calls and provide 1-2-1 training feedback and assistance
• Have oversight of detailed customer reporting ensuring the daily, weekly and monthly reports for customers are created.
• Ensure accurate information is recorded and updated in X3 and Infor CRM databases correctly by the team.
• Ensure stewardship regulations are being adhered to and certificates checks are implemented and accurately recorded.
• Have oversight of the company's carrier invoices, returns and non-conformances.
• Liaise with purchasing and warehouse to facilitate the smooth running of the customers' orders from placing order to delivery.
• Document procedures and ensure they are followed.
• Produce and present at the monthly management meetings and the quarterly sales meetings on the performance of the customer service department

Qualifications/Skills required

• Management experience of over 10+ people both inbound and outbound
• Experience of Sage and contact management systems
• Proven Customer Service skills
• Good communication skills both verbal and written
• Attention to detail
• Organisation skills
• Ability to work on own initiative
• A driving licence is essential

This vacancy is being advertised on behalf of Bagnall Hopkins Recruitment who is operating as an employment agency/business. Your application will be sent to one of our consultants for review, at which stage we will be in touch to discuss your details further. If you do not hear from us within 48 hours your application has not been successful.

We will not submit your CV until you have been briefed on the position and we have your consent to do so.

Both Bagnall Hopkins and our clients promote a policy of equal opportunities.

For Bagnall Hopkins’ GDPR policy and how your data will be handled, as well as what your rights are, please visit our website and go to our Privacy Policy

Apply Now

Full Name Telephone Email Address Address Upload CV

We only present your CV for positions we’ve talked to you about in detail to make sure you’re aligned to the organisation and enthusiastic about the opportunity.

Please be assured that all communication and information we receive is treated in the strictest of confidence and in line with GDPR legislation.

I agree for my data to be stored and processed for the purposes stated above Recaptcha requires verification. I'm not a robot reCAPTCHA Privacy - Terms

This site has multiple blogs. Please specify which to pull posts from. Use the latestPosts() function instead.

Recommend a Friend

If you recommend a friend who is looking for a new job and we successfully place them in a permanent position, Bagnall Hopkins will give you £100 worth of vouchers as a thank you.