Customer Service Manager in Steeton

We are currently looking for a Customer Service Manager to lead our UK Customer Service Department based at our Headquarters in Steeton (West Yorkshire, UK). To lead, develop and motivate a high-performing contact centre customer service team that delivers exceptional customer satisfaction through every customer interaction, achieves key operational and service-level targets, drives continuous improvement, and supports Acorn Stairlifts' commitment to improving lives through outstanding products, service and customer care.

Type of Contract: Full Time, Permanent

Working Hours: Monday to Friday - 40 hours

Benefits of working at Acorn:

• Induction and training programme
• Investors in People award
• Healthcare and pension provisions
• Free on-site parking
• Excellent transport links to Leeds, Bradford, and Skipton
• Cycle to work scheme
• Company Events
• On site Canteen (Subsidised food)

Key responsibilities include:

• Deliver a consistently excellent customer experience across all service channels.
• Ensure customer enquiries, complaints and service requests are resolved efficiently and professionally.
• Promote a customer-first culture that supports Acorn's reputation for quality and service.
• Monitor customer feedback and implement improvement plans.
• Establish clear performance expectations, hold teams accountable for delivering agreed service levels and customer satisfaction.
• Create a highly engaged and motivated working environment, and support a positive team culture.
• Lead, coach and develop Team Leaders and Customer Service Coordinators.
• Conduct regular one-to-ones, performance reviews and development discussions.
• Recognise and reward outstanding performance.
• Ensure compliance with company policies, processes and quality standards.
• Identify opportunities to improve processes, systems and customer outcomes.
• Support the implementation of new technologies and service initiatives.
• Share best practice across the wider business.

Skills and Experience:

• Proven experience managing a customer service operation.
• Customer-focused with a genuine desire to improve both employee and customer experiences.
• Ability to build high-performing teams through effective recruitment, onboarding and talent development.
• Strong people leadership and coaching skills.
• Experience handling customer escalations and complaint resolution.
• Ability to build strong relationships with employees at all levels.
• Excellent interpersonal, influencing and communication skills.

Must be able to display the Acorn Values:

• Quality: of the products we make and sell and the service we provide.
• Unity: Working together as one team.
• Integrity: Acting responsibly and honestly to deliver on our promises.
• Caring: About our customers, each other and the wider community.
• Ambition: Taking pride in all we do and striving to improve.

We Recognise Your Efforts:

• Acorn Achievers: Monthly awards scheme with £100 vouchers for winners and £50 vouchers for runners-up.
• Recommend a Friend: Earn up to £100 if your referral joins Acorn.

All recruitment communications will come solely from our internal Recruitment Team at Acorn Stairlifts. Please note: this position may close early if we receive a high volume of qualified applications. To ensure ample consideration, please submit your application as soon as possible.