We are seeking an experienced and dedicated Contracts (Customer Service) Manager to lead our customer service team at the Rotork Factory in Bath. As a key member of our Site Senior Leadership Team, you will ensure the highest level of customer service, manage key customer relationships, and drive continuous improvement across our service delivery operations. This is an exciting opportunity to make a significant impact on customer satisfaction and business success.
Key Responsibilities:
1. Lead, manage, and develop the customer service team, providing guidance, training, and ongoing support.
2. Develop and implement effective customer service policies and procedures to enhance satisfaction and operational efficiency.
3. Handle escalated customer inquiries and complaints, ensuring prompt, professional, and effective resolution.
4. Monitor and analyse customer service metrics, identifying opportunities for improvement in order accuracy, order entry timeliness, and responsiveness.
5. Collaborate with cross-functional teams to ensure seamless service delivery and proactively address customer needs.
6. Stay abreast of industry trends and best practices to continually enhance the customer service function.
Qualifications
Qualifications & Technical Knowledge:
1. Bachelor’s degree in Business Administration, Management, or a related field.
2. Proven experience in a customer service management role, preferably within a manufacturing or industrial environment.
3. Strong leadership and team management skills, with a focus on developing talent and fostering a collaborative team culture.
4. Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
5. Ability to handle challenging situations with professionalism, empathy, and problem-solving expertise.
6. Strong analytical and problem-solving abilities to drive continuous improvement and operational excellence.
Why Join Us?
1. Be part of a leading global company with opportunities for career development and progression.
2. Work in a dynamic and collaborative environment with a focus on innovation and continuous improvement.
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