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Job Title: Head of Customer Service

We are Trak Employment Solutions, recruiting on behalf of a dynamic organisation specialising in the manufacturing of high-quality printed products. Following a period of remarkable growth driven by a solid business strategy, they are seeking an experienced Customer Service Manager to lead their customer service team.

This is a fantastic opportunity to join a litho and digital printing company recognised for its commitment to quality and exceptional service. In this role, you’ll find that no two days are the same. You will collaborate closely with the Production and Sales teams to ensure customer satisfaction through effective management of our Account Managers. Our customers are at the heart of our success, and you will play a pivotal role in delivering outstanding service across all aspects of the business.

Experience Level of Customer Service Manager:

While previous experience in printing is preferred, comprehensive training will be provided. Familiarity with Tharstern, our primary order processing platform, would be advantageous. We are looking for a dedicated individual who can demonstrate flexibility and commitment. The ideal candidate will exhibit a professional approach to their work and possess a genuine “can-do” attitude.

KEY RESPONSIBILITIES:

● Engage with our diverse client base, supporting their growth and be able to address any queries they may have.

● Raise complex orders for production via our MIS platform.

● Lead our talented team of Account Managers with support and training.

● Ensure all customer service processes support company success.

● Engage in conflict resolution and negotiation to effectively manage customer complaints and escalations.

● Cultivate long-lasting relationships with all customers.

● Provide prompt assistance to your team for any escalations.

● Collaborate with Production to resolve any production and dispatch issues.

● Communicate and coordinate with internal departments to ensure timely order dispatch.

● Maintain comprehensive knowledge of company policies and procedures to address issues such as returns, quality concerns, and delivery challenges.

● Understand our network of delivery partners and their web portals.

Customer Service Manager Requirements:

● Excellent verbal and written communication skills.

● Familiarity with the printing industry or related sectors, understanding market trends and customer requirements.

● Ability to lead a team.

● Strong ability to multitask and solve problems effectively.

● Exceptional organisational skills, with the ability to remain calm under pressure.

● Keen attention to detail.

● Team-oriented mindset, thriving in a fast-paced environment.

● Ability to develop and implement customer service strategies that align with business goals and enhance customer experience.

● Ability to lead teams through changes in processes or technologies, ensuring smooth transitions and minimal disruption

COMPANY BENEFITS:

● Competitive salary

● Company pension scheme

● Life insurance

● Cycle to work scheme

● On-site parking

If you are an experienced Customer Service Manager, then please apply and we will be in touch