Customer Service Manager
Hybrid working across Ipswich and Northampton
Career Level 4
We are looking for an experienced individual to lead the Customer Service department in delivering consistent and valued services to our existing customers.
You will provide strategic input into the Customer Operations Director and ensure delivery of strategic outputs from Operational Excellence and Business Support. You will lead your teams in delivering excellent customer service, developing our working practices to ensure our service meets the needs of our customers evolving and improving over time.
Managing a team of circa 40, you will be completely responsible for owning the achievement of the Key Performance Indicators (KPI’s) underpinned by a customer service culture that positively distinguishes us from our competitors.
You will understand the bigger commercial picture and the impact that Customer Operations decisions can have on a contract. With the Sales team, you will help implement improved contract management disciplines, to ensure all commercial up-sell opportunities are capitalised on.
Experience of customer services and understanding of the environment in which you operate, openly accepting, promoting, and managing changes to existing working practices as the business evolves is essential.
You’ll be a proven people manager with the ability to motivate and drive performance through others on a consistent basis through the application of coaching, influencing and negotiation techniques.
At Drax we’re at our best when we’re empowered and encouraged to make informed decisions, take action, and do the right thing. If this resonates with you and you are interested in finding out more about this opportunity, please email or alternatively click apply today!