Customer Service Manager

Job Description

Based at our Head Office the Customer Service Manager role is pivotal in ensuring the delivery of an outstanding customer journey. The key focus of your role is to truly understand and nurture the voice of the customer, as the nucleus between customer service,internal sales, and credit control teams, you really can impact our customer experience.BASIC SALARY: £45,000 - £50,000BENEFITS: 30 days holiday (including Bank Holidays) Pension scheme (employer matches employee contribution up to 10%) 4x Death in service, Discretionary annual bonus paid in December. Reduced local gym membership. Cycle to work scheme.LOCATION: Based at our Bury officeWhilst this Customer Service Manager role is based in Bury, the current team commute from Manchester, Bolton, Rochdale, Blackburn, Huddersfield, Burnley, and Oldham.Why read on:Under a new Managing Director, the business is looking to further develop customer experience in an already successful environment. Youll have the full backing of the senior leadership team and a genuine wish across the business to look for improvements, increasedefficiency and to solidify their reputation as an industry leader.JOB DESCRIPTION: Customer Service Manager, Customer Experience Manager, Contact Centre Manager, Call Centre ManagerAs the Customer Service Manager, youll be instrumental in the business achieving its outstanding expectations in customer experience. Designing, developing programmes and processes to facilitate a positive customer journey, via a team of c20 youll engagewith all customer touch points, sales, complaints and payments.Key tasks: Managing, coaching, and driving a team of c20 via 3 direct reports. Create and deliver a performance management framework, initiatives and incentives to enable business objectives to be achieved. Work with the IT team across telephony, email, CRM, web, and ERP systems to ensure operations costs are minimised and service maximised. Depending on the time of year call volumes c1,000 per day, from c4,000 clients. Currently the customer lines are open 8.30 - 5.00 Monday to Friday and Saturday am.PERSON SPECIFICATION: Customer Service Manager, Customer Experience Manager, Contact Centre Manager, Call Centre ManagerTo be successful in your application, you will be able to demonstrate running a similar size team with multiple functions. We are interested in candidates who have made positive impacts and can implement positive change whilst recognising the current successfulfunction.You will be able to illustrate: A proven track record within either a call centre or customer service function with c1000+ call volumes. Experience of working with fast paced products ideally sold via retailers or distribution partners and multi-channel. Understanding of a customer journey and how you have created, implemented or improved. How you have implemented or adapted a CRM system to be fit for purpose. A variety of processes, frameworks and/or objectives youve implemented to achieve business strategies.THE COMPANY:Tracing our routes back over 100 years, we are a well-established family-owned business with a hard earned and retained reputation. We stand for quality, excellence, and high service levels. As a major manufacturer of consumer products that everyone uses andtouches every day, we understand the importance of quality and ultimately customer satisfaction. With sites in both the North and South of the UK, we employee a team of over 500 and turnover in excess of £150m.It is highly likely you will have worked in any of the following roles: Customer Experience Manager, Customer Service Manager, Call Centre Manager, Internal Sales Manager, Contract Centre Manager, Sales Office Manager - industrial components or consumables,textiles, consumer goods, high volume fast moving products.INTERESTED Please click apply. You will receive an acknowledgement of your application.Please Note: Wallace Hind Selection have been chosen as the retained recruitment partner of our client and therefore any direct applications to our client from candidates or agencies will be forwarded on to us direct.REF: MH17151, Wallace Hind Selection