Interim Customer Services Manager

Mheducation; Maidenhead; Hybrid; GBP 49,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Services Manager for a 12-month fixed-term contract. This role involves managing a diverse team across EMEA, ensuring exceptional customer service while enhancing operational processes. You'll be at the forefront of customer engagement, leading initiatives that impact thousands of customers daily. The position offers the flexibility of starting remotely, with a competitive salary and a range of benefits. Join this innovative firm and make a meaningful impact in the education sector!

Qualifications

• Significant experience in international Customer Services management.
• Proven track record in implementing customer-facing strategies.

Responsibilities

• Manage a team of 16-20 across UK, Spain, and Greece.
• Develop and implement improved processes for customer service.

Skills

Fluent Spanish

Customer Service Management

Customer Relationship Management (CRM)

Enterprise Resource Planning (ERP)

Process Improvement

Tools

Salesforce.com (SFDC)

Job description

Overview

Customer Services Manager – 12-month fixed term contract

Location: GBR-Maidenhead

Here at McGraw Hill, we operate a customer-orientated approach in all our business activities. This methodology is critical within our Customer Services team. They support our EMEA business, maintaining and enhancing customer relationships whilst meeting regional and operational objectives. We now have an opportunity, based on a 12-month fixed term contract, for a new EMEA Customer Services Manager.

How can you make an impact?

Managing a team of 16-20 – spread across UK, Spain, and Greece – you will have overall responsibility of customer ordering and communications (400-500 customer contacts per day), in an accurate and efficient manner. Our new Customer Services Manager will develop and implement improved processes and services in line with an ever-changing education market.

What you will be doing:

• Building and growing customer service support that meets the agreed KPI’s and exceeds customer expectations.
• Overall accountability of all transactional invoicing – supporting a $85m business.
• Strategic management of the Customer Service provision across all support functions that establishes a customer-focused organizational structure.
• Building relationships with peers, suppliers, Credit Control, Inventory, and Sales and Marketing teams, to improve processes and support requirements.
• Managing the processes and inputs from our e-commerce platforms through to transactional stage.
• Leading and managing customer service support for 3,000 active customers, spread across EMEA.

What can you bring to the role?

• Fluent Spanish – you will be managing the Spanish Customer Service team.
• Significant experience in an international Customer Services management role that has included modern Customer Service methods and techniques.
• A proven track record in implementing successful customer facing strategies and initiatives.
• Our preference would be for those applications that have previous experience working in a supply chain/warehouse/distribution environment.
• Working experience of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems. Preference for Salesforce.com (SFDC).
• The ability to commute to our Maidenhead (Berkshire), office at least once per month.

Why work for us?

A lot of the team are based in our modern, bright, and open-working-environment office situated in Maidenhead. The office is currently closed, not due to open until September, so you will start remotely. We are offering a competitive salary, our full range of flexible benefits and at McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts contribute to the lives of millions.

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