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This well-established, products-based business operates both online and through a network of retail stores, serving customers across the UK. Known for quality and customer commitment, they offer a range of products backed by strong after-sales and warranty support. With a focus on delivering exceptional service, the company is looking to transform its Customer Service Department to improve efficiency, customer satisfaction, and team engagement.
Client Details
This role is available a dynamic and hands-on Customer Service Manager for a 12-month contract. This role is a unique opportunity for a skilled leader to make a tangible impact by driving transformation across the customer service function. You will manage a team of 22 agents, overseeing all areas of customer interaction, from delivery enquiries to after-sales and warranty support. This role requires a strong, people-focused leader who is equally comfortable with developing processes and driving a commercially minded approach to customer service.
Description
- Lead, inspire, and develop a team of 22 customer service agents, fostering a positive and productive environment.
- Oversee day-to-day operations, managing customer interactions across delivery, after-sales, and warranty queries.
- Implement new strategies and processes to enhance the customer journey, improve response times, and boost overall customer satisfaction.
- Develop and monitor KPIs, identifying opportunities for continuous improvement and reporting regularly on performance.
- Collaborate with other departments to ensure seamless operations and alignment with company objectives.
- Champion a people-led approach, balancing customer satisfaction with commercial insight to achieve measurable results.
Profile
- Proven background as a Customer Service Manager, ideally in a products-based business with experience in both online and retail environments.
- A natural leader who can engage, motivate, and develop teams, ensuring agents feel supported and empowered.
- Strong organisational skills with a talent for implementing and refining processes to achieve operational excellence.
- Able to view customer service through a commercial lens, understanding how each customer interaction impacts business performance.
- Comfortable in a hands-on role, willing to get involved in day-to-day operations as needed to drive team success.
Job Offer
This role offers an attractive £50,000 salary, with a £10,000 completion bonus awarded for staying the full 12-month period.
If you're a transformational leader with a passion for people and processes, apply now to help shape the future of this customer service department.
