Job Advertisement: Customer Service Manager
Are you an experienced customer service leader with a background in manufacturing or distribution? We are seeking a dynamic Customer Service Manager to lead and inspire a small, dedicated team of customer service representatives based in Harlow. If you have a strong track record in leadership and customer service management, this is an excellent opportunity for you!
Location: Office-based in Harlow, [Insert County]
Salary: £40k + Bonus + Pension + 25 Days Holiday
Industry: Manufacturing / Distribution
About the Role:
As the Customer Service Manager, you will oversee a team of three office-based customer service professionals, ensuring that all customer inquiries are managed efficiently and professionally. You'll be responsible for improving service standards, driving team performance, and fostering a positive, customer-centric work environment in a manufacturing and distribution context.
Key Responsibilities:
1. Team Leadership: Lead, motivate, and develop a team of three customer service representatives, ensuring they deliver exceptional service and meet performance targets.
2. Performance Management: Set clear goals, monitor team progress, and provide coaching and development to help your team thrive.
3. Customer Support: Oversee and resolve complex customer inquiries, complaints, and requests, ensuring prompt and effective solutions.
4. Process Improvement: Continuously assess and improve customer service processes to enhance efficiency and customer satisfaction.
5. Training & Development: Ensure your team is up-to-date on products, services, and best practices to provide the best possible support.
6. Reporting & KPIs: Track and report on key performance indicators (KPIs), identifying areas for improvement and making data-driven decisions.
7. Cross-Functional Collaboration: Work closely with other departments, including sales and operations, to ensure smooth customer service and delivery.
What We're Looking For:
1. Leadership Experience: Strong leadership background within customer service, ideally in a manufacturing or distribution environment.
2. Team Management: Proven experience in managing small teams, focusing on performance, motivation, and team development.
3. Customer-Focused: A passion for customer service excellence and resolving issues efficiently.
4. Communication Skills: Exceptional verbal and written communication skills, with the ability to lead and engage a team.
5. Problem-Solving: Strong decision-making skills and the ability to resolve customer challenges effectively.
6. Manufacturing/Distribution Knowledge: Experience in or understanding of manufacturing or distribution industries is highly desirable.
Why Join Us?
1. Competitive Salary: £40k base salary, plus performance-based bonus.
2. Comprehensive Benefits: Pension scheme and 25 days holiday.
3. Career Progression: Opportunities for growth and career advancement in a fast-paced environment.
4. Supportive Team Environment: Join a motivated team that values development and collaboration.
If you have the leadership experience and passion for customer service, this is a fantastic opportunity to join a thriving business and make a significant impact.
We look forward to hearing from you!
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