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For Companies At a Glance
- Tasks: Lead and mentor a dynamic Customer Service team to enhance customer experiences.
- Company: Join a forward-thinking company focused on operational excellence and customer satisfaction.
- Benefits: Enjoy 36 days of holiday, a competitive salary, and a standard Monday to Friday schedule.
- Why this job: Be part of a culture that values innovation, teamwork, and continuous improvement in customer service.
- Qualifications: 7+ years in customer service management; strong leadership and communication skills required.
- Other info: Opportunity to work with cross-functional teams and drive impactful change initiatives.
Are you an experienced Customer Service Manager who likes to lead and is willing to take the customer experience to the next level? In this role, you'll work closely with sales, operations, and supply chain teams to drive efficiency, strengthen customer relationships, and support business growth.
What You’ll Be Doing
- Lead, mentor, and grow the Customer Service team to deliver best-in-class service and operational excellence.
- Manage sales forecasts in partnership with planning, production, and procurement to meet and exceed customer expectations.
- Drive improvements in key metrics like OTIF (On Time In Full) and inventory management.
- Create and roll out customer scorecards and service performance metrics.
- Build strong customer engagement programs with clear, regular communication.
- Collaborate with the Sales team on operational processes, including trials and storage agreements.
- Identify process improvements that make the customer journey smoother and more efficient.
- Provide training and support to embed new systems and ways of working across teams.
- Set up dashboards and KPIs to monitor service delivery and customer satisfaction.
- Lead change initiatives and support continuous improvement projects across the company.
- Ensure compliance with all internal and external standards and regulations.
Who You’ll Work With
- Senior Management: Aligning customer service strategy with overall business goals.
- Sales, Supply Chain, Operations, and Finance: Working together to streamline processes and drive success.
- Cross-functional Teams: Leading projects that improve customer service and operational efficiency.
- External Partners: Benchmarking against industry best practices to stay ahead.
What We’re Looking For
Skills and Experience
- University degree preferred.
- Fluent in English.
- 7+ years’ experience in customer service management, ideally within a complex, fast-moving environment.
- Strong leadership and team development skills.
- Solid background working with diverse customers and managing complex product portfolios.
- Excellent communication, influencing, and relationship-building abilities.
Personal Attributes
- Analytical thinker with a knack for identifying improvement opportunities.
- Proactive problem-solver who enjoys tackling challenges head-on.
- High attention to detail and quality standards.
- Adaptable and resilient in a changing environment.
- Passionate about delivering an outstanding customer experience.
Benefits
- 36 days holiday including bank holiday
- 9am to 5pm Monday to Friday
- Competitive salary
Customer Service Manager employer: Summit Recruiters
Contact Detail:
Summit Recruiters Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network with professionals in the customer service industry, especially those who have experience in management roles. Attend industry events or join online forums to connect with others and gain insights into best practices.
✨Tip Number 2
Familiarise yourself with key performance indicators (KPIs) relevant to customer service management. Understanding metrics like OTIF and customer satisfaction scores will help you demonstrate your knowledge during interviews.
✨Tip Number 3
Prepare examples of how you've successfully led teams and improved customer experiences in previous roles. Be ready to discuss specific challenges you faced and how you overcame them to enhance service delivery.
✨Tip Number 4
Research StudySmarter's approach to customer service and think about how you can contribute to our goals. Tailoring your discussions around our values and mission will show your genuine interest in joining our team.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management. Focus on leadership roles, team development, and any specific metrics you've improved in previous positions.
Craft a Compelling Cover Letter: In your cover letter, emphasise your passion for enhancing customer experiences and your ability to lead teams. Mention specific examples of how you've driven improvements in customer service metrics in the past.
Showcase Relevant Skills: Clearly outline your skills that align with the job description, such as analytical thinking, problem-solving, and communication abilities. Use bullet points for clarity and impact.
Highlight Team Collaboration: Discuss your experience working with cross-functional teams. Provide examples of successful collaborations that led to improved customer service or operational efficiency.
How to prepare for a job interview at Summit Recruiters
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully developed team members in the past and how you plan to foster a positive team environment.
✨Understand Key Metrics
Familiarise yourself with key performance indicators like OTIF and customer satisfaction metrics. Be ready to discuss how you've used these metrics to drive improvements in previous roles and how you would implement them in this position.
✨Highlight Your Collaborative Experience
This role requires working closely with various teams. Prepare to share specific instances where you've collaborated with sales, operations, or supply chain teams to enhance customer service and operational efficiency.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss challenges you've faced in customer service management and how you've tackled them. Highlight your analytical thinking and proactive approach to identifying and implementing process improvements.
