Customer Service Manager

A fantastic opportunity has become available for a Customer Service Manager with leadership skills and extensive customer service experience. The client is a leader within their field providing innovative and high-quality products.

Managing a small team, you will be setting performance measures and developing strategies to improve customer experience.

Based near Woburn this position is a hybrid role requiring 2-3 days in the office.

Duties of the Customer Service Manager:

• • Oversee the daily operations of the internal and external customer service team, ensuring smooth and efficient service delivery.
  • Set, monitor, and drive performance metrics to ensure top-level customer satisfaction in conjunction with the Business Development team members
  • Develop and implement customer service policies and procedures
  • Provide mentorship and training to team members, developing a high-performance and customer-focused culture.
  • Handle escalated issues, ensuring swift resolution while identifying areas for process improvement.
  • Collaborate with other departments to ensure smooth operations
  • Ensure compliance with company regulations and standards in customer service
  • Identify opportunities for improvement and implement changes where necessary including:
    • Process & procedure improvement
    • Software used within the business function
    • Commercial & cost-saving opportunities within Customer Support
    • Innovation using new tech and AI to improve metrics

Personal Attributes:

• Have extensive customer service experience.
• Experience working toward personal and team KPI’s.
• Be a strong leader and proven to motivate and develop your team.
• Show good communication skills both written and verbal.
• Comfortable on computers being able to use Microsoft Office packages to include Microsoft Word, Excel and Outlook alongside CRM’s.
• Work well on your own initiative and within supporting a team.
• Have data anaylsis skills.
• Demonstrate problem solving skills with the ability to prioritise.

Offering £35,000- £40,000 per annum and great benefits to include free lunches on Mondays, 25 days holiday plus bank holidays, relaxed dress code and an onsite gym.

If you think you have the required skills and would like to be considered for the role, please apply now.

K2 Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.