Omnichannel Shared Services Manager

Nigel Wright Recruitment; Birtley; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading recruitment agency is seeking a Shared Services Manager in Birtley. This role focuses on overseeing customer service operations, driving digital transformation, and ensuring seamless service delivery across multiple brands. Ideal for candidates with substantial leadership experience in a customer service environment and a track record of managing change effectively. Full-time position with a mid-senior level of responsibility.

Qualifications

• Substantial experience in leadership within customer service.
• Proven ability to drive transformation and manage change.
• Experience in digital initiatives related to customer service.

Responsibilities

• Oversee customer service operations across multiple brands.
• Lead and support experienced team leads.
• Drive transformation through CRM and ERP systems.
• Enhance the customer experience using data analysis.
• Collaborate with logistics and technical teams.
• Monitor SLAs and customer feedback.

Skills

Leadership in multi-channel customer service

Hands-on strategic thinking

Digital initiative leadership

People management

Commercial awareness and data-driven

Experience in ERP/CRM implementation

Cross-functional organization experience

Tools

Microsoft CRM

Microsoft Dynamics

Job description

A leading recruitment agency is seeking a Shared Services Manager in Birtley. This role focuses on overseeing customer service operations, driving digital transformation, and ensuring seamless service delivery across multiple brands. Ideal for candidates with substantial leadership experience in a customer service environment and a track record of managing change effectively. Full-time position with a mid-senior level of responsibility.