Blueleaf is currently looking to recruit a Customer Service Manager to join our team in Castleford, West Yorkshire. The ideal candidate will be prepared to get the job done with positivity and have a passion for delivering quality service to our happy customers. Currently, this is an internal vacancy only.
The role will manage and support clients through all interactions with the customer service team. You will implement and oversee strategies to enhance customer satisfaction and overall experience with the company. This leadership role bridges client needs and business goals, ensuring that all touchpoints in the customer journey align with the company’s brand and values.
This is a permanent full-time role, with normal office hours from 8:00 am to 5:00 pm, Monday to Friday. Your contracted hours of work will be set out in your Contract of Employment.
At Blueleaf, we believe those who care for others are extraordinary. We're here to support them and ensure they never feel alone. By understanding our clients' needs and challenges, we can find the right solutions to achieve their desired outcomes, as well as providing the essentials that every care home needs. In an industry focused on people, we value relationships above all else. We take the time to get to know them, listen to them, and walk in their shoes and those of their residents - always living our values: 'Stronger Together, Achieve the Outcome, Lead the Way and Care. Always'.
With over 30 years of experience in the care home sector, occupying a large portion of this market, Blueleaf continually looks for ways to expand and grow by seeking new opportunities and using its experience and expertise to help care homes deliver outstanding care for their residents.
Blueleaf is an equal opportunities employer.
Your day-to-day responsibilities:
* Live and promote Blueleaf's Culture and Values.
* Day-to-day management of the customer service team and their activities, ensuring individuals and the team align with the company values.
* Communicate effectively with team members, ensuring the delivery of business information.
* Analyse individual team performance through agreed metrics and provide feedback through 1-2-1 meetings, always seeking continuous improvement.
* Develop and coach individuals to deliver outstanding customer service and strive for excellence.
* Facilitate communication and collaboration between sales teams, purchasing, and operations to improve the client experience.
* Manage holidays and absences to ensure service levels are maintained.
* Answer telephone calls, emails, and execute tasks requested, including order placing, returns, complaints, order queries, and general inquiries in a timely manner.
* Manage authorisation of returns, ensuring that the framework has been followed.
* Develop and continually improve the customer journey.
* Foster a customer-centric culture across the business.
* Manage and lead a customer service team.
* Ensure strong collaboration with the sales team to ensure a seamless approach to client service levels.
* Monitor customer service metrics, such as NPS, CSAT, and retention.
Skills & Experience
Essential:
* Telephone training skills
* Team management skills
* Minimum of 3 years in a Customer Service role
* Proficiency in ERP and IT systems
* Experience in cross collaboration and projects.
Desirable:
* Leadership experience
* Previous experience in the care sector
* Previous line manager experience
Location:
You will be located at our Castleford, West Yorkshire location.
Next Steps:
Apply now!
By applying for this role, you give us consent to process your personal data for recruitment purposes only. If you would like to see a copy of our data privacy notice, please email careers@blueleafcare.com.
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