Contact & Telesales Manager

The Contact & Telesales Manager role involves leading a dedicated customer service team within a thriving distributional industry. The position requires a strategic thinker with a passion for delivering exceptional customer experiences.

Client Details

The company is a leading entity in the transport and distribution sector with a staff count exceeding 1,000. It is committed to delivering top-notch services across its vast network of clients, emphasising efficiency, reliability, and quality.

Description

• Key responsibilities will consist of:

  • Lead and manage the Customer Service team to deliver exceptional service.
  • Develop and implement customer service policies and procedures.

  • Providing continuous assistance to team members handling orders, complaints, and delivery challenges.

  • Generating regular reports for senior management to track sales and identify slow-moving items.
  • Maintaining frequent communication with customers via email, phone, or in-person visits to nurture relationships and resolve any concerns.
  • Conducting an annual customer satisfaction survey, analysing feedback, and implementing improvement strategies based on the results.
  • Handle complex customer service issues and oversee resolution.
  • Monitor and analyse performance metrics and implement improvement strategies.
  • Provide training and coaching to team members to ensure continued development.
  • Ensure compliance with industry regulations and company policies.
  • Regularly monitoring the performance of team members to ensure efficiency.
  • Accurately managing and inputting orders into MPL/FRA and Presto platforms to meet customer requirements.
  • Guiding international stores on prioritising deliveries as needed.

Profile

A successful Contact & Telesales Manager should have:

• Have a minimum of 3 years' experience working in a customer managerial position
• Strong abilities to communicate with team
• Have strong leadership skills and have the ability to motivate and direct other team members
• Have excellent communication skills, both verbal and written
• Have strong attention to detail
• Work well within a fast-paced environment
• Ideal knowledge of the manufacturing industry
• Ideal know-how of sales order processing & invoice inputting processes
• Have good working knowledge of Microsoft Office

Job Offer

• Basic salary starting at £33,250
• Discretionary team performance-based bonus
• Progression earning potential
• Career development progression into directorate route
• Exposure to B2B industrial manufacturing competitive landscape
• Pension contribution
• 2x salary life assurance
• Basic holiday allowance + bank holidays