1 day ago Be among the first 25 applicants
Direct message the job poster from Shoal Group
Manufacturer and distributor of electrical cables, fibre optic cables and electrical accessories for projects and services worldwide
Customer Service Manager
Reporting to the Products & Services Director
Introduction/Background
Shoal Group are based in Butterfield Business Park, Luton with an additional site in Tetbury, Gloucestershire (Specialist Wiring Accessories ‘SWA’) and a manufacturing facility in Plymouth (Birch Valley Plastics). The Company is a leading distributor of high-quality flexible and specialist cables, cable management, identification, termination, fastenings, fixings and tools for the electrical and construction industries representing own and market-leading brands (with wide-ranging approvals) that are supplied directly into UK OEMs, Panel Builders, Electrical and Rail Contractors and indirectly through Electrical and Industrial Wholesaler channels alongside growing revenues into Export markets.
Shoal Group generates annual revenues ca.£45.0m; the Group employs 190 team members and is itself part of Diploma PLC, an international group of businesses supplying specialised technical products and services into the Life Sciences, Seals and Controls industries. Diploma employs >2,700 employees, and its principal operating businesses are located in the UK, Germany, US, Canada and Australia. Diploma is FTSE 100 listed, market capitalisation value of ca.£3.1bn.
Our people are our most valuable asset and their wellbeing and development is of paramount importance to us, as are sustainable long-term partnerships with our customers and suppliers. We are committed to doing business the right way whilst reducing our environmental impact and improving our ecological performance. It's a smarter direction for everyone.
Role & Responsibilities
Your primary focus will be managing the customer service function for Shoal Group Ltd and the brands it trades as, creating a high-performing department whilst overseeing the Sales Order Processing team to deliver consistent and accurate order entry.
Customers will be relying on you to deliver on your promise and meet their ever-changing needs, and you will be keen to rise to this challenge and build a Customer Service department to be proud of.
The key responsibilities of the role are:
1. Overall responsibility for the management and strategy for the customer service and sales order processing functions
2. Leadership of Customer Service Team Leaders, including coaching and development of their leadership, communication and training skills
3. Ensuring the teams are suitably resourced to manage workloads but with a firm eye on driving ongoing improved efficiency, accuracy and productivity
4. Impart your own knowledge and experience to ensure the adoption of best practices across the Customer Service teams that supports ongoing business growth
5. Review of current work practices and processes, identifying ways to streamline and improve efficiency to increase customer retention and brand loyalty
6. Leading any change projects within the Customer Service/SOP Teams; such as new ERP upgrades or adoption
7. Develop KPI’s for the customer service teams to establish measures that support productivity, accuracy and timely customer responses; including clear system, process and KPI’s in relation to Customer Complaints/Returns and Customer shipments (SLAs in place with chosen logistic partners)
8. As part of the senior management team, work closely with department heads across the organisation to ensure the customer service function is strategically aligned with overall business goals
9. Develop induction and training plans for new joiners to the Customer Service Team, and future development/training opportunity pathways for existing team members
10. Implement and maintain effective methods for gathering customer satisfaction data
11. Producing monthly and regular reporting to the Director of the business when required
12. Analyse and interpret data relating to customer service effectiveness
13. Leading the team by example and managing the department in a progressive and supportive way
14. Holding regular department meetings to allow sharing of knowledge and strengthen relationships between customer service teams
15. Develop plans and targets for the customer service teams to establish measures to monitor the performance of the department
16. Follow Company Health and Safety guidance and Quality Management System procedures
H&S Responsibilities
1. Adhere to all health and safety guidelines, including wearing appropriate protective equipment and following safe working practices
2. Be aware of hazards around the site and be proactive in identifying them and supporting removal of hazards identified by others
Candidate Profile
1. Proven track record in a Senior Customer Service management B2B environment
2. Previous people management and coaching experience including managing team leaders, departments and will ideally have completed leadership and/or coaching training
3. Strong business and commercial acumen
4. Experience with managing logistics requirements and relationships with carriers
5. Good knowledge of reporting functions and utilising MS Excel, BI tools etc.
6. Proven experience in implementing new work procedures and systems of work
7. Proven experience in managing teams/individually remotely
8. Good knowledge of customer service methods and best practice
9. Commitment to succeed and develop as a part of a growing business, striving to achieve the highest standards at all times
10. Assertive with strong written and verbal communication skills
11. Leads by example when it comes to teamwork and providing outstanding customer service
12. Qualifications obtained linked to Business, Administration or Customer Service is desirable, further qualifications in Business management are desirable
13. Further academic qualifications or vocational training will support any application
Seniority level
* Mid-Senior level
Employment type
* Full-time
* Industries
* Appliances, Electrical, and Electronics Manufacturing
#J-18808-Ljbffr