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Senior Manager – Customer Services

Exciting, permanent opportunity in Ross-on-Wye experienced and dynamic Customer Service Team Leader to drive a high-performing, customer-centric culture within the customer service teams for a company.

Reporting to one of the Operations Managers, this role is pivotal in enhancing customer satisfaction, optimising the customer journey, and aligning departmental goals with overall business objectives.

You will directly manage x4 Team Managers, each with their own teams of between 4 and 8 customer service staff.

Great opportunity to get your foot in the door of a nationally recognised company that offers great career routes and internal promotion is encouraged. They also have a wide range of staff perks including hybrid working, discounted gym memberships and more (detailed below).

Key Responsibilities

Team Development & Leadership:

* Mentor, motivate, and guide team managers to reach their full potential.

* Set and communicate objectives, KPIs, and SLAs aligned with company goals.

* Establish regular team meetings and 1:1s to ensure alignment and engagement.

* Address underperformance constructively and foster a positive team culture.

* Partner with the People/Culture functions of the business to identify and address development needs.

Customer Retention & Pre-Booking Strategy:

* Drive retention through sales and booking conversions.

* Collaborate on pricing strategy and oversee implementation.

* Lead the "oversell" strategy to manage booking adjustments efficiently.

* Work closely with Finance to improve payment collection and reduce active debt.

* Utilise Salesforce CRM to manage contact strategies and boost conversion rates.

Customer Service Strategy & Satisfaction:

* Serve as a role model in delivering high customer service standards.

* Analyse customer insights to improve the Net Promoter Score (NPS).

* Oversee pre-arrival feedback management, addressing complex complaints proactively.

* Partner with key departments (Sales, Marketing, Operations, IT, Finance) to streamline the customer journey.

* Lead the team’s approach to incident management, ensuring effective and prompt responses.

Key Attributes

- Previous track record of leading teams to meet targets and KPIs.

- Ability to motivate team and improve performance

- Demonstrated ability in planning, implementation, and success monitoring.

- Excellent time management skills.

- Experience in developing and executing sales and customer service strategies.

- Comfortable in a fast-paced environment.

Hours: Monday – Friday, 8:30am - 5pm (37.5h per week)

Salary: Up to £39,100 per annum + benefits including:

- 1 day pw working from home (flexibility for more WFH during quieter periods)

- Annual bonus.

- Generous maternity/paternity pay.

- Discounted gym memberships.

- EAP Programme.

- Day off for your birthday.

- Enhanced maternity.

- 25 days holiday PLUS bank holidays + annual leave purchase scheme.

- Birthday day off.

- Lots of career progression and training/development opportunities.

Please note: Peak busy periods throughout the year are April - July, and September- mid-October. Whilst annual leave is still granted during these times, the individual in this role will be expected to be mindful of booking extended leave during these periods