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Manpower are representing a company who pride their-selves on a People First philosophy and an Employee Ownership model that contributes to our unrivalled customer service. Their team, based across six nationwide sites, supplies Mechanical Services Contractors, Commercial Fire Sprinkler Contractors, Dry and Wet Riser Contractors, and Residential Fire Contractors, providing next-day delivery while feeling empowered, valued, and motivated.
As a fully employee-owned organisation, their employees think like business owners and have a vested interest in the success and growth of the company. We actively encourage a mindset of growth, innovation, evolution, and investment. This approach has led to substantial growth over the last 23 years with an incredible team who are proud to be part of our journey.We are continuing to build an everlasting legacy and need like-minded individuals to join our team. We are now looking for a committed individual to join their Hyde Team in the role of Customer Services Manager to support three direct reports in processing around 50 orders per day.Do you enjoy providing great service and working as part of a hands-on team? If yes, then we might be the right fit for you!
About The Role
- Oversee daily operations of the Customer Service department, ensuring efficient work flows and high-quality service while allocating daily tasks and leading morning briefings.
- Lead, mentor, and supervise a team of Customer Service Representatives, fostering a positive work environment.
- Analyse customer feedback and performance metrics to identify areas for improvement and implement necessary changes striving for a 98% plus customer service rating.
- Communicate effectively with customers to address inquiries, resolve issues, and ensure satisfaction.
- Collaborate with other departments to streamline processes and improve overall customer experience.
- Manage escalated customer complaints with professionalism and empathy, ensuring timely resolution.
- Prepare reports on team performance, customer satisfaction levels, and operational efficiency's.
- Manage team workload and support where necessary with the processing of sales orders.
- Hold quarterly one-on-one team meetings.
About You
To be considered for this role, you should possess the following skills and experience:
- Experienced leader who has led teams in a fast-paced environment.
- Strong communicator skilled at various types of conversations from team briefs to one-on-one discussions.
- Great problem solver who can work with their teams to overcome challenges.
- Enjoy developing teams.
- Proven ability to analyse data effectively to inform decision-making processes.
- Capability to manage multiple tasks while maintaining attention to detail.
- Hands-on approach; willing to get involved alongside the wider team.
- Thrive on providing outstanding customer service and enhancing the customer experience.
- Take pride in building on existing and new customer relationships.
- Experience in SAGE is advantageous but not essential.
What We Offer
- 25 days annual leave + bank holidays
- Competitive salary
- Statutory pension
- Quarterly "Rely On Me" bonus
- Company performance-related bonus scheme
- Share purchase scheme
- On-site parking
- An inclusive, fun, and supportive environment
