Company Description EFG European Furniture Group UK is a company that aims to build a better workplace for people and planet. We create exceptional, accessible, sustainably sourced workplaces for our clients. We believe that people can only truly flourish in spaces designed to meet their individual and collective needs. We’re on a mission to build better workplacesand focus on exceptional customer care, bringing our client’s vision to life with a transparent service they can trust to deliver excellence and enhance the well-being of their people. Driven by a passion for people and the planet, we help our clients design better spaces, that won’t cost the earth (pun intended). We’re committed to driving positive change for organisations. Making 'doing good', look and feel great. We are looking for individuals who will add to our positive company culture. We know that great goals can only be achieved by diverse teams of people with different backgrounds and perspectives - we don't just accept our differences; we fully support and celebrate them. Role Description We are looking for a 1 Year Maternity Cover as Customer Service Team Manager. This role is full-time and hybrid, primarily located in our offices in Haydock, Merseyside, whilst offering flexibility to work remotely. The Customer Service Team Manager will be responsible for leading and developing a team of customer service representatives to ensure that our customers' expectations are exceeded. They will work collaboratively with colleagues from across all Departments to ensure our processes are followed and enhanced to drive efficiency and sustainable outcomes for our customers and wider stakeholders. Key Duties and Responsibilities: Ethics: Demonstrate our values in all interactions, whilst striving to deliver our Vision and Purpose Sustainability: Be a passionate ambassador to reduce the impact of our operations on the Environment and the communities we touch Leadership: Ability to lead and inspire a customer service team to achieve performance goals; fostering a positive and collaborative working environment Customer Relationship Management: Proficient in managing customer relationships and providing solutions Customer Satisfaction: Develop measurable strategies to enhance customer satisfaction Analytical Thinking: Ability to analyse customer service data to make informed decisions and improvements Employee Development: Invest in the professional development of the customer service team Continuous Improvement: Implement ongoing improvements in customer service processes and strategies Customer Feedback Implementation: Act on customer feedback to enhance service quality experience Teamwork: Work collaboratively with all other functions, colleagues and external stakeholders Sales: Support the company in retaining customers and winning new relationships Compliance: Maintain compliance with all company policies and procedures Key Requirements (Knowledge, Skills, Qualifications if applicable): Passionate about creating a working environment that helps create sustainable, social and responsible change A minimum of 2 years customer service experience A background of a minimum 1-year experience in people management (preferable) Personable leadership skills A proven track record of delivering customer service enhancements and/or training Strong and friendly communication skills (verbal and in writing) Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service Be a collaborative team player Excellent IT skills, with a particular emphasis on Microsoft office packages An ability to analyse information Valid Driving License (preferable) Proficient in English Willingness to travel (UK) as and when required