Post: Customer Service Manager Location: St Asaph, Denbighshire, North Wales Hours of work: Full time, 37.5hrs per week Pay Scale: Negotiable DOE About GreenThumb This is a fantastic opportunity to be part of the journey for an established brand, committed to excellence and innovation, as it embraces the ever-evolving lawn care services. With more than 220 territories operated by franchise partners and company owned we have successfully led the lawn care market for more than 37 years. We provide comprehensive support and resources to ensure each branch operates at its highest potential. We are seeking a dynamic and experienced Customer Service Manager to join our team and support the contact centre in identifying and accelerating revenue growth opportunities and overall customer success. GreenThumb's HQ is conveniently located on Junction 26 off the A55, 40 minutes from Chester and Wrexham by car. What we can offer you; Supportive and collaborative work environment. 22 days annual leave (rising to 26 days with each year of service), plus all public/bank holidays. Medical cash plan scheme which includes online GP and Physio, counselling and support services. Employee discount scheme (discounts on major retail and leisure brands). Free lawn treatments. Cycle scheme. Occupational sick pay, maternity pay, paternity pay schemes. Christmas shutdown. About the role: We are looking for an experienced Customer Service Manager to lead our Customer Support Centre based at our Head Office in St Asaph. You will be responsible for ensuring that all KPIs and quality standards are met and to ensure optimum customer satisfaction. This involves effective performance management of the team and ownership of end-to-end processes. The role’s purpose is to deliver KPI’s through effective team management and coaching to deliver quality and efficiency for our customers. Main Duties In this multifaceted role, you’ll be responsible for all aspects of operational delivery in the Customer Support Centre, ensuring the highest levels of service and performance are delivered to our customers through a variety of contact channels. You’ll be responsible for managing day to day tasks and will set the culture for the operational team through your hard-working and positive approach. You will also work closely with the Commercial (Sales) Director to ensure the Customer journey vision is achieved and exceeded. From implementing processes, to resolving escalated complaints, not only will you work closely with our field-based team, you will also analyse reports to identify performance improvement opportunities and take steps to resolve these quickly. Managing a team of Team Leaders and Advisors you’ll train and mentor your team to be their very best You will also create staff rotas to ensure contacts are responded to within SLA for the multiple contact channels while meeting Contact Centre KPI’s. Candidate Profile Proven experience in providing high quality specialist customer service. Experience from the call centre sector or similar. To be an experienced manager who has experience in recruitment, mentoring and performance management. Good attention to detail, ability to work calmly under pressure. Be able to take the lead in a high pressured, busy environment. Have a leadership style that will encourage and empower whilst leading from the front. Aim to recover any customer expressing dissatisfaction. Ensure accurate records are kept and maintained. Work collaboratively as a team to ensure all KPI’s are met. If you think you fit the criteria and would like to work for a forward-thinking business, why not join us by clicking “apply” below - we want to hear from you