At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and resolve inquiries.
- Company: Join a leading logistics company focused on customer excellence.
- Benefits: Enjoy competitive pay, annual leave, and perks like discount vouchers.
- Other info: Inclusive workplace with support for all backgrounds and abilities.
- Why this job: Make a real impact by enhancing customer experiences in a thriving environment.
- Qualifications: Proven experience in customer service management and strong leadership skills.
The predicted salary is between 16.92 - 18.46 £ per hour.
Job Advertisement: Customer Service Manager
Location
Stoke on Trent, ST1 area
Contract Type
Temporary- permanent opportunity
Hourly Rate
£16.92 - £18.46
Working Pattern
Full Time. Monday-Friday 8:30am-5:00pm
Our client, a prominent player in the Logistics & Transportation sector, is seeking an enthusiastic and experienced Customer Service Manager to join their dynamic team in Stoke on Trent.
This is an exciting opportunity to contribute to a thriving organisation that prioritises exceptional customer experiences and operational excellence.
About the Role
As a Customer Service Manager, you will play a crucial role in ensuring that the organisation's customers receive outstanding service.
Your leadership and dedication will inspire a talented team, driving performance and fostering a culture of excellence.
Key Responsibilities
- Manage escalated customer inquiries and resolve issues promptly and effectively.
- Analyse customer feedback and data to identify trends and areas for improvement.
- Lead, coach and develop Customer Service Administrators and Desk-Based Account Managers.
- Set and monitor service standards, KPIs and SLAs.
- Monitor and motivate team performance and provide constructive feedback to foster professional growth.
- Oversee order processing, delivery communications, returns, and back order management.
- Resolve complex service issues and coordinate root-cause and corrective action.
- Work closely with Sales, Marketing, Warehouse and Operations teams.
- Use customer insight and performance data to improve service and efficiency.
What Our Client Is Looking For
- Excellent communication and interpersonal skills to build rapport with customers and team members.
- A proactive approach to problem-solving and the ability to think on your feet.
- Familiarity with customer service software and tools.
- A passion for delivering exceptional customer experiences.
- Proven customer service management experience, ideally in e-commerce, wholesale, logistics or fulfilment.
- Strong people leadership, communication, and conflict-resolution skills.
- Commercial awareness and confidence interpreting service data and KPIs.
- A practical understanding of B2B and direct-to-consumer fulfilment.
- Confidence using CRM systems and Microsoft Office.
Why Adecco
- Annual leave entitlement
- Perks at work - discount vouchers and points to spend
- Support program with 24/7 helpline
- Eye care vouchers
- Competitive pension scheme
Adecco is a disability-confident employer.
It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply.
Adecco is committed to building a supportive environment for you to explore the next steps in your career.
If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco.
Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
Customer Service Manager in Stoke-on-Trent employer: Adecco Careers
Adecco is an excellent employer for those seeking a meaningful career as a Housing Enforcement Officer, offering a supportive work culture that prioritises equal opportunities and employee development. With a commitment to professional growth and a focus on community impact, employees benefit from comprehensive training and resources in a dynamic environment that values their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adecco Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adecco Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Stoke-on-Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adecco Careers:Your cover letter is your chance to shine! Tell us why you want to work at Adecco Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adecco Careers!
How to prepare for a job interview at Adecco Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
