Customer Service Lead

Customer Service Lead – Greater Manchester

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Simon Acres Recruitment are looking for a highly self-motivated and driven Customer Service Lead for a Kitchen & Bedroom manufacturer based in Greater Manchester.

Our client has an exciting opportunity for a Customer Service Lead within the business as it continues to expand. Our client’s plans are to be ready for further growth and this role will be a key driver in delivering the Customer Service aspect of the operation of this business growth.

Our client is a growing and major player within the Kitchen and Bedroom manufacturing industry in the North-west. This is a strong and real opportunity to be a key contributor to improving quality performance within the business.

Salary: Circa £27,500 per annum

Working Hours: Monday – Friday, 8:00 – 16:30 (No Weekends)

The Role;

* First point of call in dealing with all customer complaints

* Maintaining close contact with all the relevant team members throughout the business

* Close liaison with the Procurement/ Sales/Production/Warehouse Departments throughout

* Escalating to the Operations Manager and relevant departmental leads to agree remedial plan

* Managing and ensuring delivery of the relevant timelines relating to these remedial plans

* Maintaining communication to the customer with regular updates and progress reports

* Create and deliver to the board relevant KIP’s regarding remedials, costs savings, issues log, RFT rates, OTIF rates, costs of repair, and customer escalation risk

* Analysing the relevant data to identify trends and solutions

* Processing Sales Orders when required

Required Skills/Experience;

* Customer service background with a clear understanding of dealing with customer concerns, and creating a positive resolution

* Advantageous to have experience in the Kitchen and Bedroom manufacturing industry

* IT literate (Essential)

* Numerate / literate (Essential)

* Excellent verbal and written communication skills

* Must be conversant with Microsoft Office package, especially Word and Excel

* Experience of designing /completing and delivering Customer Service KPI’s

* Able to communicate with customers and colleagues to extract and provide relevant information and solutions

* ‘Can Do’ and ‘Flexible’ attitude, and be prepared to work with all areas of the business

* Customer focussed and able to have a sympathetic/empathetic nature when dealing with customers

* Ability to find speedy solutions at minimal cost to the business when dealing with customers, their complaints, and workstream leads

* Advantageous to have sales order processing experience

* Relevant Customer Service qualifications desirable

Simon Acres Recruitment are acting as the employment agency in relation to this vacancy