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 while you will be managing the customer services department to provide top-tier service to the clients' customers.
Role Description
Customer Advocacy:
1. Provide timely and compliant responses to customer complaints across all channels including but not limited to letter, email, and social media.
2. Ensure a customer-centric approach is embedded in all processes and interactions.
3. Oversee and resolve complex complaints, adhering to business principles.
Team Leadership & Development:
1. Lead, coach, and motivate the Customer Service and Quality teams, fostering a culture of continuous improvement.
2. Manage team performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
3. Implement effective people management practices, including performance reviews and development plans.
Operational Excellence:
1. Drive change and continuous improvement within the department, focusing on efficiency and customer satisfaction.
2. Monitor and analyse errors, implementing proactive process improvements and controls.
3. Manage risk and ensure compliance with relevant regulations and internal policies.
4. Provide technical expertise for project implementation and reviews.
Skills and Qualifications
1. Proven experience in a manufacturing aftersales customer service environment.
2. Strong leadership and people management skills, with a track record of developing high-performing teams.
3. Demonstrated ability to manage deadlines and service levels in a fast-paced, high-pressure environment.
4. 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.
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