Customer Service ManagerBasic Salary - Up to £47kOnsite
Yolk Recruitment are working on behalf of massive packaging company in search for a customer service manager to ensure the delivery of world-class customer service to all customers, including sister sites. This role is a key driver in supporting the team members while focusing on the continual development and improvement of internal systems, procedures, and processes.
The role requires strong business relationships across the entire group while serving as an excellent internal and external ambassador for the brand. This role oversees, performance manages and engages the team to ensure they deliver excellent service to the account base and all internal stakeholders.
Key Responsibilities
1. Lead, performance manage and develop all members of the Customer Service team.
2. Set and continually review KPIs for the Customer Service team in line with overall business objectives.
3. Conduct and review quarterly one-on-ones with each team member to assess performance against KPIs, analyse training gaps, and drive engagement.
4. Own and develop all key metrics to enable the Sales and Customer Service teams to make well-informed, data-driven decisions.
5. Play a key role in the implementation of SAP, aiding integration across the Customer Service and Sales functions.
6. Ensure adherence to and exceeding of set KPIs such as On-Time in Full...