Senior Customer Service Manager

Michael Page (UK); Sheffield; Hybrid; GBP 53,000 - 58,000; Full time

Job summary

A leading global product supplier is seeking a Senior Customer Service Manager to oversee the UK customer service operations and manage European teams remotely from their Sheffield office. The ideal candidate will have extensive experience in customer service management, strong leadership abilities, and the capacity to implement new technologies to improve customer experience. This role offers a competitive salary of £53,000 - £58,000 plus a performance-based bonus, along with benefits including private medical insurance and 25 days of holiday.

Benefits

25 days holiday plus bank holidays

Private Medical Insurance

Performance-based bonus

Qualifications

• Experience in a senior customer service management role.
• Ability to manage European customer service functions remotely.
• Hands-on experience with technology implementation.
• Strong stakeholder management skills.

Responsibilities

• Direct leadership of UK and European Customer Service functions.
• Ensure a world-class level of service across all channels.
• Work closely with warehouse teams for smooth order fulfilment.
• Implement performance activities against service level agreements.
• Identify process improvements for efficiency and customer satisfaction.

Skills

Experience leading similar customer service or contact centre functions

Experience managing or working with European / Global Customer Service or Warehouse teams

Strong people leader

Extensive stakeholder management

Hands on experience with implementing new technologies, AI or Systems

Tools

SAP

Sales-force

Job description

• Senior Customer Service Manager
• UK & Europe

About Our Client

Page Group are working with a leading global product supplier & manufacturer who are looking for a Senior Customer Service Manager at their head office in Sheffield. The role will manage the UK Customer Service function, European Customer Service (Remotely) & a 3rd part Outsourced Customer Service function

Job Description

• Direct leadership and management of UK Customer Service Function, European Customer Service Function (remotely) and Outsourced Customer Service function (3rd party)
• Ensure all Customer Service Teams provide a world class level of service to B2B & B2C Customers across Phone, e-mail, web & Live Chat during all interactions
• Work closely with 3 warehouse teams (UK, Europe, 3rd party) to ensure order fulfilment runs smoothly, and proactively identify and mitigate potential issues
• Work closely with internal logistics and 3rd party carriers to plan and execute the smooth movement of customer orders, on time in full
• Implement and drive performance activity focused on delivery against SLA's
• Identify areas for improvement across processes and procedures focused on driving efficiency, Customer Satisfaction and timescales
• Use and manage SAP EDI system to deliver order management activities
• Utilise and identify technologies, AI and Systems to improve the overall, end-to-end customer journey
• Collaborate with key global stakeholders and counterparts to share best practise and share new ways of working

The Successful Applicant

• Experience leading similar customer service or contact centre functions
• Experience managing or working with European / Global Customer Service or Warehouse teams
• Hands on experience working with / implementing new technologies, AI or Systems
• Strong people leader
• Extensive stakeholder management
• Knowledge of SAP / Sales-force would be advantageous

What's on Offer

The role of Senior Customer Service Manager will join a leading supplier and distributor of products based at their Sheffield Offices. The role will require 4 days on site in Sheffield, 1 day from home

Salary of £53,000 - £58,000 plus 10% bonus (performance based)

25 days holiday plus bank holidays

Private Medical Insurance



International Travel will be required up to 5 times per year.

The role has a clear progression plan in plans and the successful applicant will aim to move into the Head of Customer Service role within 18-24 months