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CUSTOMER SERVICES MANAGER
BRIGHOUSE
NIGHTS
We are looking for a motivated customer services manager to join a market leading manufacturing company in the UK. this is a very hands on role whilst you will be managing the customer services department to provide top tier service to the clients customers.
Role Description
Customer Advocacy:
- Provide timely and compliant responses to customer complaints across all channels including but not limited to letter, email and social media.
- Ensure a customer-centric approach is embedded in all processes and interactions.
- Oversee and resolve complex complaints, adhering to business principles
Team Leadership & Development:
- Lead, coach, and motivate the Customer Service and Quality teams, fostering a culture of continuous improvement.
- Manage team performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Implement effective people management practices, including performance reviews and development plans.
Operational Excellence:
- Drive change and continuous improvement within the department, focusing on efficiency and customer satisfaction.
- Monitor and analyse errors, implementing proactive process improvements and controls.
- Manage risk and ensure compliance with relevant regulations and internal policies.
- Provide technical expertise for project implementation and reviews.
Skills and Qualifications
- Proven experience in a manufacturing aftersales customer service environment.
- Strong leadership and people management skills, with a track record of developing high-performing teams.
- Demonstrated ability to manage deadlines and service levels in a fast-paced, high-pressure environment.
- 3+ years CS management experience
In return for your commitment my client offers a stable and secure career for a technically motivated production manager. If you feel this is of interest, please call Jordan Hindhaughfor a confidential discussion on (phone number removed), alternatively you can email for further details.
