National Customer Service Manager

Sharp Business Systems France; United Kingdom; Teletrabalho; GBP 60 000 - 85 000; Tempo integral

Resumo da oferta

Sharp UK is seeking an experienced National Customer Service Manager to lead our customer service function and drive excellence across the UK. You will manage a team of around 23 professionals, shape service strategy, monitor KPIs, and foster a high-performing culture while collaborating with regional operations to deliver outstanding customer experiences.

The role requires strong leadership, people development, and a track record of improving processes.

Qualificações

• Proven experience leading a Customer Service/Call Centre management function.
• Experience driving KPI-led performance and service improvements.
• Strong communication and stakeholder management skills.

Responsabilidades

• Lead day-to-day operation of a national customer service function.
• Manage and develop a team of ~23 professionals across service locations.
• Drive service excellence through KPI management and continuous improvement.
• Collaborate with operational and regional managers to ensure high-quality delivery.
• Oversee workforce planning and allocate resources across service admin, ordering, installations and support.
• Lead recruitment, coaching, and performance development activities.
• Handle escalated customer issues and ensure swift resolution.
• Review processes and data to implement efficiency improvements.

Conhecimentos

People leadership

KPI management

Stakeholder management

Communication

Analytical thinking

MS Office

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Lead Customer Service Excellence Across a National Operation

Sharp UK is seeking an experienced National Customer Service Manager to lead our customer service function and drive operational excellence across multiple service locations throughout the UK.

This is a high-impact leadership role responsible for overseeing a team of approximately 23 customer service professionals, ensuring exceptional service delivery, effective resource planning, and outstanding customer experiences. Working closely with operational leadership and regional management teams, you will play a key role in shaping customer service strategy, improving performance, and developing a high-performing team culture.

What You'll Be Doing

• Leading the day-to-day operation of a national customer service and call control function.
• Managing and developing a team responsible for scheduling Customer Support Engineers and coordinating service activities.
• Driving service excellence through KPI management, performance monitoring, and continuous improvement initiatives.
• Working closely with Operational and Regional Service Managers to ensure consistent, high-quality customer service delivery.
• Managing workforce planning and allocating resources effectively across service administration, ordering, installations, and customer support functions.
• Leading recruitment, coaching, training, performance management, and employee development activities.
• Handling escalated customer issues and ensuring swift, professional resolution.
• Reviewing customer service processes, analysing performance data, and implementing improvements to enhance efficiency and customer satisfaction.
• Conducting regular team meetings, one-to-ones, and performance reviews to develop team capability and engagement.

What We're Looking For

• Proven experience in a Customer Service Manager, Contact Centre Manager, Call Centre Manager, or similar leadership role.
• Experience leading teams within a fast-paced, customer-focused environment.
• Strong people leadership skills with the ability to motivate, coach, and develop high-performing teams.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Experience managing KPIs, service levels, and operational performance.
• Proficiency with Microsoft Office applications.
• Experience within a service, engineering, technical support, or field service environment would be highly advantageous.

Why Join Sharp?

At Sharp, we're committed to delivering exceptional service to our customers while creating an environment where our people can thrive. You'll have the opportunity to lead a nationally dispersed team, influence strategic decisions, drive business improvement, and make a tangible impact on customer experience across the organisation.

If you're a passionate customer service leader who thrives on developing people, improving processes, and delivering outstanding operational results, we'd love to hear from you.