Customer Support Manager

Job Location	Meltham
Education	Not Mentioned
Salary	£35,000 - £40,000 per annum
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Contract , full-time

Job Description

We have an exciting 12 months Fixed Term opportunity to join the Finance Team at Cafédirect based at our Meltham facility.Cafédirect Plc acquired Bewley’s UK business from its Irish parent in June 2023 and holds aportfolio including Cafédirect, Grumpy Mule, and Eros, which offer drinks for both at-home and out-of-home markets in the UK and abroad.We are a B Corp and a Social Enterprise, and almost all our coffee is certified Fairtrade and over half is Organic. As a purpose-led business, our mission is to pioneer better business for resilient smallholder farmer livelihoods.Benefits and Working Hours

Monday to Friday 8:30am - 5:00pm
Contributory Pension Scheme
Ability to purchase additional Holidays
One wellbeing day per annum

Role and Responsibilities

Oversee the development of 3rd party engineering business process
Take responsibility for aspects of the implementation of SAP CRM as it relates to the function
Prioritise and set goals for performance and deadlines in ways that comply with the business’ objectives and communicate them to employees
Maintain continuous improvement in process efficiency and development of systems to deliver improvements
Hold third parties accountable to their SLA’s and escalate where required
Organise workflow and ensure that employees understand their duties.
Monitor employee productivity and provide constructive feedback and coaching.
Monitor and review service data internally and from external partners
Provide senior management with weekly and monthly reports
Oversee high quality usage of internal systems and lead on design and implementation of new systems
Review, query and approve incoming quotes
Action all internal billing for chargeable service work
Liaise closely with finance team
Proactive engagement with the business to resolve issues and improve weaknesses
Completion of ad-hoc project work as specified by senior management team

The ideal candidate will possess the following:

Experience of managing a team
Experience with system implementation and process improvement
Good interpersonal skills
Ability to work to deadlines
Strong written and verbal communication
Strong IT skills, preferably in using various finance packages

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