Customer Service Manager

Job Description

Relationships mean everything to us, and this one is particularly special. Youll have an important part to play delivering the operational strategy for the Customer Services Department, leading, managing and motivating a team to achieve business goals;through focussing on continuous improvement, quality and attention to detail. You will also plan and manage customer requirements whilst focusing on financial targets, people development and building a customer service centre of excellence.We dont just have a way of working, we have The Unipart Way. It allows everyone in our team to pursue their own personal and professional goals to a world class level, through Uniparts From Gate to Great training and development program.As a forward thinking and people focussed company, this is a fantastic opportunity to lead a global team to deliver outstanding service for internal & external customers alike, driving exceptional KPI performance, whilst adapting to changes in customer requirements& maximising opportunities for growth.Customer Service Manager Responsibilities include:

• Manage the global customer service team, dealing with claims, parts escalation, retailer experience & pricing activities
• Manage relationships and communications with retailers for all aspects of customer service & delivery
• Be the key interface with the customer, including regular performance reviews for the global teams and the UK based team and to drive the retailer experience, identifying service and system enhancements
• Develop the customer relationship and provide opportunities for additional services and revenue growth
• Define and lead the delivery of key performance metrics, to exceed performance expectation
• Maintain detailed SOPs and Work Instructions for all customer service processes
• Ensure skills and resource are consistent against contact volumes, and medium and long term business plans
• Create and maintain training and development plans for the Customer Service team, with a clear focus on exceptional customer experience
• Own and drive change and continuous improvement across the customer service area, including use of industry best practice digital solutions to increase resilience and fit for the future processes
• Support cross functional projects to improve service, grow revenue and deliver exceptional customer engagement scores
• Implement the Unipart Way to deliver global best practice in the Customer Service environment
• Lead the advancement towards a proactive customer information model
• Play a key part in setting and agreeing budgets and ensure your areas of control meet / beat them, exploring all potential opportunities to reduce costs to the business by using the tools included in the UPW
• Respond to escalations and deal with swiftly and effectively
• Monitor team absence, performance and conduct, taking action where necessary
• Create and maintain a positive team culture and spirit, encouraging involvement from all team members when sharing group, divisional and team information
• Work with appropriate parties to provide solutions to team issues taking account of the appropriate policies and ethical practice
• Promote and engage appropriate strategies to maintain good health and wellbeing for self and team
• Travel to other Unipart & customer sites

Customer Service Manager Requirements:Wed love you to have the following skills and experience, but please apply if you think youd be able to perform well in this role!

• Highly customer focussed
• Excellent communicator, with an ability to persuade and influence at all levels and through all mediums
• Ability to interface and manage relationships at all levels in all markets
• Extensive people management experience
• Ability to adapt and change rapidly
• High level understanding of all aspects of management, including client relationships
• Continuous improvementproven capability of process design and sustainable process improvement
• Process driven, with an ability to identify opportunities and project manage these into deliverable improvements in service, cost or revenue for Unipart or the client
• Experience of writing, developing and presenting business cases to all levels of the customer and Unipart business
• Systems literate, experienced in learning new systems, maximising benefits of systems and interrogation of data
• Full UK driving licence

Location: Nuneaton, WarwickshrieContract Type: PermanentHours: Full Time, 40 hours per week Monday to FridaySalary: £50,000 per annum plus car / car allowanceBenefits: 33 days holiday, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme.You may have experience of the following: Customer Services Manager, Customer Services Team Leader, Customer Service Supervisor, Senior Customer Services Executive, Customer Service Assistant, Senior Customer Service Advisor, Customer Service Manager, etc.REF-202655