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CUSTOMER SERVICES MANAGER

BRIGHOUSE

NIGHTS

We are looking for a motivated customer services manager to join a market leading manufacturing company in the UK. this is a very hands on role whilst you will be managing the customer services department to provide top tier service to the clients customers.

Role Description

Customer Advocacy:

Provide timely and compliant responses to customer complaints across all channels including but not limited to letter, email and social media.
Ensure a customer-centric approach is embedded in all processes and interactions.
Oversee and resolve complex complaints, adhering to business principlesTeam Leadership & Development:

Lead, coach, and motivate the Customer Service and Quality teams, fostering a culture of continuous improvement.
Manage team performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Implement effective people management practices, including performance reviews and development plans.Operational Excellence:

Drive change and continuous improvement within the department, focusing on efficiency and customer satisfaction.
Monitor and analyse errors, implementing proactive process improvements and controls.
Manage risk and ensure compliance with relevant regulations and internal policies.
Provide technical expertise for project implementation and reviews.

Skills and Qualifications

Proven experience in a manufacturing aftersales customer service environment.
Strong leadership and people management skills, with a track record of developing high-performing teams.
Demonstrated ability to manage deadlines and service levels in a fast-paced, high-pressure environment.
3+ years CS management experience

In return for your commitment my client offers a stable and secure career for a technically motivated production manager. If you feel this is of interest, please call Jordan Hindhaugh for a confidential discussion on (phone number removed), alternatively you can email for further details