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For Companies At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch support for clients.
- Company: Join a forward-thinking company in Wakefield with a focus on customer satisfaction.
- Benefits: Enjoy a competitive salary, excellent benefits, and opportunities for growth.
- Why this job: Be part of a collaborative culture that values teamwork and employee morale.
- Qualifications: Management experience with 10+ people and proficiency in Sage and CRM systems required.
- Other info: This role offers a chance to make a real impact in customer service operations.
The predicted salary is between 28800 - 43200 £ per year.
My client has created a new position of Customer Services Manager which will support the Head of Sales & Customer Services. Your role will be to facilitate the smooth running of the customer service department and to provide efficient service for customers and colleagues. The team is split into four key areas; inbound sales, key accounts, outbound sales and reception.
This will involve producing reports for customers, reports for campaigns for the outbound team, and implementing and documenting new and existing procedures for the customer service department. A crucial element of the role is to motivate and ensure teamwork and morale is given high priority.
Main duties/responsibilities:
- Report on a day-to-day basis to the Head of Sales & Customer services.
- Manage and ensure the smooth running of the substantial customer service and reception team:
- Maintain staff rotas and ensure adequate cover for inbound calls (Reception and customer services) and sales emails (personally assisting at times as required e.g. lunch times and busy periods including holidays/absence).
- Manage and monitor team holidays and absences, completing back-to-back to work interviews following any staff absence.
- Record and analyse staff performance including telephone calls/times.
- Monitor/assist with the day-to-day team requirements; stock adjustments, returns, released stopped orders etc.
- Accurately record and improve service level performance including reporting on the non-conformance portal.
- Listen to calls and provide 1-2-1 training feedback and assistance.
- Have oversight of detailed customer reporting ensuring the daily, weekly and monthly reports for customers are created.
- Ensure accurate information is recorded and updated in X3 and Infor CRM databases correctly by the team.
- Ensure stewardship regulations are being adhered to and certificates checks are implemented and accurately recorded.
- Have oversight of the company's carrier invoices, returns and non-conformances.
- Liaise with purchasing and warehouse to facilitate the smooth running of the customers' orders from placing order to delivery.
- Document procedures and ensure they are followed.
- Produce and present at the monthly management meetings and the quarterly sales meetings on the performance of the customer service department.
Qualifications/Skills required:
- Management experience of over 10+ people both inbound and outbound.
- Experience of Sage and contact management systems.
- Good communication skills both verbal and written.
- Ability to work on own initiative.
- A driving licence is essential.
Customer Services Manager employer: Bagnall Hopkins Recruitment
Contact Detail:
Bagnall Hopkins Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Manager
✨Tip Number 1
Familiarise yourself with the key areas of the customer service department mentioned in the job description. Understanding inbound sales, key accounts, outbound sales, and reception will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Highlight your management experience effectively. Since the role requires managing a team of over 10 people, be prepared to discuss specific examples of how you've motivated teams and improved morale in previous positions.
✨Tip Number 3
Brush up on your reporting skills. The role involves producing various reports, so being able to discuss your experience with data analysis and reporting tools will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your familiarity with CRM systems like Sage and Infor. If you have experience with these or similar systems, be ready to explain how you've used them to enhance customer service operations.
We think you need these skills to ace Customer Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant management experience, particularly in customer service roles. Emphasise your ability to lead teams and manage performance, as these are crucial for the Customer Services Manager position.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your skills in managing teams and improving customer service processes, aligning them with the job description.
Highlight Relevant Skills: Clearly outline your communication skills, both verbal and written, as well as your experience with CRM systems like Sage. These skills are essential for the role and should be prominently featured in your application.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is important for a managerial position.
How to prepare for a job interview at Bagnall Hopkins Recruitment
✨Showcase Your Management Experience
Make sure to highlight your experience managing teams of over 10 people. Be prepared to discuss specific examples of how you've motivated your team and improved morale, as this is crucial for the role.
✨Demonstrate Your Communication Skills
Since good communication is key in this position, practice articulating your thoughts clearly. Prepare to give examples of how you've effectively communicated with both customers and colleagues in previous roles.
✨Familiarise Yourself with Relevant Software
Brush up on your knowledge of Sage and contact management systems. Being able to discuss your experience with these tools will show that you're ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer service challenges. Think of scenarios where you successfully resolved issues or improved processes, and be ready to share those stories.
