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Customer Service Manager

Stockton-on-Tees, UK
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Job Type: Permanent

Salary: £30000 - £36000

Customer Service Manager

Location: Stockton on tees
Type: Permanent
Salary: Upto £36,000

Hours: 37.5 hours, Monday to Friday

Imperial Recruitment Group are delighted to announce that we are working exclusively with one of our key clients an engineering/manufacturing business that is one of the market leaders in what they do!

Key Responsibilities and Accountabilities:

  • Leadership of the customer service team
  • Engage and work collaboratively with key customers to ensure we are delivering the required level of service and support across all functions and via all customer touchpoints
  • Accountable for the delivery of key customer SLA measures and internal effectiveness measures
  • To establish the service delivery team as the voice and conscience of the customer inside the business
  • Leading the resolution and root cause analysis of customer complaints
  • Play a key leadership role in promoting the 'voice of the customer’ in internal decision making on systems, processes and people development
  • Lead the customer processes to improve or resolve customer delivery working with other internal support teams outside of the service delivery department
  • Provide service support for the field-based sales and service teams to promptly resolve key issues affecting customer satisfaction
  • Build a first-hand understanding of our current customer experience, as seen through the eyes of the customer, across all touch points
  • In collaboration with peers, own team and other relevant departments, lead the efficient introduction of enhancements to our service experience, whilst minimising the disruption to the existing business
  • Lead, manage, coach, develop and inspire the team of direct reports
  • To design and oversee the integration of people, processes and technology to ensure the delivery of a world class customer experience

Key Skills, Knowledge&Experience:

  • Experience of working in an environment with an emphasis on creating value for customers
  • Able to demonstrate a significant personal contribution to increasing customer value-added and customer loyalty
  • Experience with transformation of the client experience to one built around value creation
  • Experience of leading a customer service type of function
  • Background in customer facing roles e.g. account management, customer support, product management or sales
  • Track record of delivering tangible change at pace in customer facing and back office operations
  • Customer feedback gathering and measurement, leading to action planning and change
  • Change implementation and benefits

For more information on this opportunity please feel free to contact Anthony Antoniou at Imperial Recruitment Group

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