Customer Service Manager

The Pilot Group Customer Service Manager

Our businesses cover electrical wholesale, energy management, EV charging and traffic control systems, working across a wide range of commercial and industrial applications - This role sits specifically in ESL who are one of the businesses that make up the group- they are in essence a global trading business.

ESL connects the demand and supply of industrial electrical components. As the world shifts to a more electric future, ESL helps customers procure their needs in this space by thinking and operating differently.

The company joins supply chains together in a simple and easy-to-deliver way. ESL sources requirements internationally to develop long-term relationships with customers and suppliers, we hold stock in three warehouses (UK, Europe, and America), we provide next-day delivery, and we provide local service in many countries by communicating in more than 18 different languages.

ESL is headquartered in Manchester with people located around the world. It was founded by two female entrepreneurs 17 years ago (both are still in the business) and the company has continued to deliver double-digit growth year after year. The company has 75 amazing people with brilliant skills.

We are now on a journey to build on this fabulous platform to create an even more connected and more automated environment that delivers outstanding service to our chosen markets.

Summary

You will work as part of the Customer Service Team within ESL- The main purpose of the role is to lead and drive the Team in delivering market leading Customer Service.

You will also be required to oversee the Team and drive results in line with Business Growth. This is a vital role that ensures alignment between key business functions and will enable and drive increased growth and efficiencies within the business. Someone who is decisive, resilient, confident, organized, strategic, analytical, relentless, energetic and driven will succeed and thrive in this role.

Main Responsibilities

• Review, manage and be accountable for business processes to ensure market leading internal and external customer service.
• Enhance and maximise internal processes and ensure a continuous improvement mentality and methodology is adopted across the team.
• Lead the team in managing, maintaining and growing day to day business relationships for long term sales success.
• Keep accurate records of discussions or correspondence with customers and ensure team do the same and ensure this is a key task adopted and followed by the team.
• Collaborate with internal teams across sales, customer service, logistics, sourcing, buying, finance to ensure business alignment which achieves growth goals of the business and ensures positive commercial outcomes for the business while maintaining market leading customer service.
• Investigate and solve customers’ problems, which may be complex or long-standing, that have been passed on by customer service assistants to ensure a positive commercial and customer centric balanced outcome.
• Be accountable for internal people processes.
• Drive a culture of continued professional development.
• Be accountable for capacity planning and work with other departments to ensure cross functional business outcomes achieved and create a high performing team.
• Be responsible for overseeing recruitment and onboarding for all customer service.
• Build and be accountable for teams KPIs to ensure team and business alignment to achieve companies’ growth goals.
• Build and report team function outputs to ensure, using data, business alignment and determine the level of customer service being provided ensuring data, not opinion, is used to drive actions.
• Participate and lead ad hoc business projects.
• Manage, plan, and coordinate internal and external meetings, trips and visits as well as supporting the planning and coordinating of hospitality and entertainment internally and externally.
• Any other duties within the post holder’s competence as requested.

Customer Service Manager Benefits:

• Monthly Peer recognition awards
• Holidays increase with length of service
• Opportunity to buy additional holidays
• Life Assurance
• Healthshield - health cash plan that allows you to claim healthcare costs
• Salary Sacrifice Savings Scheme
• Regular charity events
• Informal, supportive and friendly team

Location: Head Office, Manchester (Short walk from Manchester Victoria train station)

Commutable from: Manchester, Greater Manchester, Oldham, Rochdale, Warrington, Widnes, Runcorn, Preston, St Helens, Altrincham, Stockport, Bury, Bolton, Leigh, Wigan, Wilmslow

Recruitment Agencies;

The Pilot Group operates a strict PSL and will not accept any unsolicited CVs sent to any member, employee, representative or business unit of the Pilot Group. Any unsolicited introduction will be treated as a CV 'sent in kind’ and as such The Pilot Group rejects all liability to pay any such fees for an unsolicited introduction.