A leading Optical manufacturer based in the Lancaster area are looking for a full time Customer Service Manager.
They supply high quality optical lab services into Opticians all across the UK, specialising in glazing, surfacing and tinting
Optical Customer Service Manager - Role
1. Head office based, leading the Customer Service team
2. Lead a team of 5 people
3. Accountable for delivering a team mind-set of a customer centric approach, a desire to continually enhance the customer experience and to add value.
4. Accountable for delivering a culture of high employee engagement, continuous learning and continuous improvement.
5. Identify training needs within the team and ensure that all team members are suitably trained by using relevant coaching, mentoring and training techniques.
6. Prepare, conduct and manage induction program for new starters - regularly reviewing performance and development and communicating decisions in a professional, timely and appropriate manner.
7. Responsible for managing sickness absence, disciplinary, grievance and performance management of team members
8. Accountable for the customer experience within customer care.
9. Own the delivery of KPIs - track KPIs and ensure successful delivery.
10. Proactively understand data (including KPIs) to form insights, taking ownership to drive action and continuously enhance the customer experience.
11. Be a senior repr...