Group Customer Service Manager

The Group Customer Service Manager will lead 2 established teams to provide outstanding customer service in the industrial/manufacturing sector. This role requires senior-level management skills with a strong focus on customer satisfaction and team performance.

Client Details

This company is a renowned player in the industrial and manufacturing sector with a global footprint. With huge growth potential, the company prides itself on delivering top-notch products and ensuring a high level of customer satisfaction.

Description

This role requires an established, commercial thinking Senior Customer Service Manager, you'll be responsible for:

• Oversee the activities relating to a wide range of customers, from large high profile big spending accounts through to single purchase customers.
• Ensure decision making matches the needs and demands of your customer while still promoting customer growth.
• Lead and manage a team of customer service representatives to deliver exceptional customer service.
• Manage the Sales Order Processing for complex products and services.
• Be confident and capable in managing ERP software such as SAP, Zen Desk etc.
• Implement customer service policies and procedures that align with the company's goals.
• Monitor team's performance and provide feedback for improvement.
• Handle escalated customer issues and ensure resolution in a timely manner, this may at times include face to face customer meetings.
• Collaborate with other departments to improve the overall customer experience.
• Train and develop team members for career progression.
• Prepare reports on customer service metrics for senior management.
• Drive continuous improvement initiatives to enhance customer satisfaction.

Profile

A successful Group Customer Service Manager should have:

• A strong career in Customer Service Management with examples of commercial decision making.
• Prior experience in a senior customer service role specifically working with a range of business customers.
• Exceptional leadership and team management skills.
• Able to travel to work based in Warrington - occasional travel to second site.
• Strong problem-solving skills with the ability to make decisions under pressure.
• Excellent communication and interpersonal skills.
• Proficiency in customer service software and CRM tools.

Job Offer

• An estimated salary range of £49,500 - £60,500 per annum
• Opportunities for career advancement within the company
• A supportive and collaborative work culture
• Generous holiday leave allowance
• Located in Warrington

We encourage enthusiastic Customer Service Leaders who meet the above criteria to apply for this exciting role in Warrington.