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Are you an experienced Customer Services Manager with experience gained in either the manufacturing or construction industry? Are you keen to support solutions within the manufacturing sector? If so, the following permanent role could be for you.
My client is a leading manufacturer of custom-made steel door solutions in the Newcastle-under-Lyme area. They are looking for a Customer Services Manager to join them ASAP on a permanent basis.
The successful candidate will be responsible for leading a team, handling complex customer inquiries, and supporting the sales and operations teams to ensure smooth order fulfilment. This is a vital role which serves as the key point of contact for customers, addressing technical queries, delivery requests, and warranty complaints effectively and efficiently.
This exciting role requires a dynamic and tenacious individual with the ability to understand technical detail, deliver through others with a 'Customer First' mindset.
This role is offered on a permanent and full time working on site basis at their brand new facilities in Newcastle-under-Lyme.
You will be responsible for:
- Providing assistance to clients regarding technical queries related to steel hinged doors
- Maintaining clear and consistent communication with customers regarding order status, delays, and product updates.
- Addressing and resolving delivery requests and warranty complaints promptly and effectively
- Planning and managing the schedules of the warranty team to ensure timely responses to client issues
- Monitoring warranty claims and ensure compliance with company policies and procedures
- Analysing customer service metrics and feedback to identify trends and areas for improvement
- Leading, mentoring and developing the customer service team, fostering a culture of excellence and continuous improvement
- Analysing customer service performance metrics, including response times, resolution times, and customer satisfaction scores
- Preparing regular reports for Senior Management regarding customer feedback, team performance, and service improvement areas
- Managing the customer service budget by identifying cost-effective solutions without compromising service quality
You will have:
- Bachelor's degree in Business Administration, Communications, or a related field
- Proven experience (3-5 years) in customer service, preferably within the steel door industry (highly desirable)
- Strong leadership skills with experience in managing a team
- Excellent communication, problem-solving, and conflict resolution skills
- Strong organisational skills and the ability to manage multiple tasks simultaneously
- Knowledge of order management systems, and general office software (e.g., Microsoft Office Suite)
- Understanding of steel doors, manufacturing processes, or construction products (highly desirable)
- Ability to work under pressure and handle high-volume inquiries effectively
- Strong customer-focused attitude.
- Ability to handle challenging situations with professionalism and patience.
- Technical aptitude to understand product specifications and installations
The package:
- You'll receive a very competitive salary (please get in touch for details on this) and other benefits including pension, annual leave and extra day off for your birthday. Plus of course an early finish on a Friday ! In addition there are other non-tangible benefits including a commitment to training, development and career development. .
