Position: Customer Service Manager
Location: Dartford
Type: Permanent
Days: 5 days a week in the office (split across 2 sites in Dartford)
Hours: 8am-5pm (1 hour lunch)
***Benefits: Free lunch every day, gross profit bonus scheme, increasing annual leave up to 24 days***
My client is looking for a strong people manager to motivate and lead a team of 9 customer service professionals in Dartford. The team is responsible for processing circa orders per day across a product range of + items sold to the construction industry.
This role involves:
1. Motivating and managing a team of 9 customer service professionals including 1 remote team member
2. Monitoring performance against key metrics including: OTIF dispatch, Credit % of sales, accuracy, response times, volume of orders processed, volume of calls taken and value of upsells
3. Attending weekly Head of Department meetings, Operations meetings and department meetings and making active contributions
4. Working closely with Transport Manager and Sales manager to resolve operational issues and improve service to loyal customer base
5. Analyse data against service level targets and champion a continuous improvement environment
6. Hold 1-2-1s, performance reviews and progression reviews with team, outlining clear career paths and opportunities to develop
The perfect Manager for this team
7. Passionate about working collaboratively with other departments
8. Nurturing and motivating approach to team management
9. Previous experience manager a team of 5+ in an order processing environment
10. Experience building reports in Excel- data extraction from CRM system or similar.
Next Steps
I will be conducting interviews for this role on behalf of my client immediately.