Customer Service Manager

A Manufacturing and Production client of ours in the Needham Market area are recruiting a Customer Service Manager to join their team ASAP!
Paying between 14.00 - 15.78 per hour (32,000 per annum) depending on skills & relevant experience, working Monday - Thursday 8.00am - 5.00pm & Friday 8.00am - 1.00pm.

Reporting to the Finance Director and managing the Customer Success Team & Finance Administrator, your key duties include but are not limited to:

• Ensure the effective operation of the Customer Success Team to provide the best service for our customers.
• Allocate workload as required to the team.
• Address escalating calls, assisting colleagues or taking over as necessary to ensure issues are resolved.
• Provide feedback to the team regarding issues or problems raised by customers that have been escalated.
• Inform team members of any changes to procedures and systems, ensuring the necessary training is provided.
• Support the team daily through guidance, direction, and encouragement.
• Attend meetings as required and motivating the team.
• Manage communications between departments to keep everyone informed of changes to customer and requirements for production.
• Review customer satisfaction from previous interactions and work to improve any issues.
• Assist in developing a continuous improvement plan by taking ownership of trends and process variations.
• Build and maintain good working relationships with suppliers and customers.
• Completing general month-end checks to maintain a clean and organised system.
• Ensure paperwork and system processes are completed promptly by all team members for each production run.
• Oversee the transport booking system to ensure customers and suppliers adhere to our process.
• Other HR and adhoc administration relevant for the department.
  
  

Skills and Experience required to be considered for this Customer Service Manager position:

• 5 years + experience in a customer service management role.
• Experience in managing a team, including conducting performance reviews and handling disciplinary procedures.
• Strong leadership skills.
• Ability to analyse data and produce detailed reports.
• BTEC Diploma in Business Management or NVQ in Customer service desirable.
• Experience within a Manufacturing or Production environment desirable.

If you feel like you meet the above criteria for this Customer Service Manager position, please apply with your CV and Laura will be in touch. #officejobs