At a Glance
- Tasks: Lead a dynamic Customer Support team and enhance B2B client interactions.
- Company: Join a forward-thinking logistics business embracing AI-driven technologies.
- Benefits: Competitive salary, flexible hours, and opportunities for career development.
- Other info: Exciting chance to influence processes and implement new technologies.
- Why this job: Shape the future of customer service in a growing, innovative environment.
- Qualifications: Experience in B2B customer support and team leadership required.
Location: Middlewich, Cheshire (Office Based)
Salary: Up to £40,000 per annum (depending on experience)
Hours: Flexible working hours covering an operational window of 8:00am – 6:00pm. Start and finish times will be agreed to support staggered team coverage.
About the Role:
A well-established and growing logistics business is seeking an experienced Customer Services Manager to lead a small, office-based Customer Support team. This is an exciting opportunity to join a forward-thinking organisation that is investing heavily in the latest AI-driven technologies while continuing to expand its customer portfolio.
Reporting to the Head of Control Centre, you will oversee the day-to-day delivery of customer support operations, ensuring excellent service levels across a diverse B2B client base. You will also play a key role in driving process improvements through the implementation of new technologies and reporting platforms.
Key Responsibilities:
- Manage and lead a small Customer Support team within a busy control centre environment.
- Oversee all day-to-day customer interactions and account management.
- Ensure accurate order management and timely resolution of customer queries and exceptions.
- Monitor and report on KPIs, forecasts and performance metrics.
- Produce management information (MI) reports for both internal stakeholders and customers.
- Lead the implementation and adoption of new technologies, including AI solutions and reporting platforms such as Cognos and Power BI.
- Build strong working relationships with internal departments including Sales, Operations and Finance.
- Conduct regular customer review meetings via Microsoft Teams and face-to-face where required.
- Drive continuous improvement across customer service processes and reporting.
Candidate Requirements:
- Previous experience in a Customer Services or Customer Support role within a B2B environment.
- Experience leading or supervising a team (Team Leader, Supervisor or Junior Manager level as a minimum).
- Excellent IT skills, with experience of AI systems, Cognos and/or Power BI being highly advantageous.
- Strong analytical skills with experience managing data, reports, spreadsheets and performance statistics.
- Excellent communication and relationship-building abilities.
- Proven conflict resolution and problem-solving skills.
- Strong organisational skills with the ability to remain calm under pressure.
- A-Level education (or equivalent), with strong Maths and English results preferred.
- A full UK driving licence, as occasional client visits will be required.
Additional Information:
- This is a newly created position offering genuine opportunity to shape and develop the Customer Support function.
- Candidates progressing to the second stage of the interview process will complete a personality profiling assessment.
If you're an experienced Customer Services professional looking to take the next step in your management career with a growing and innovative business, we'd love to hear from you. Apply now with your up-to-date CV, or contact us for a confidential discussion about the opportunity.
Customer Service Manager (B2B) in Middlewich employer: AllPro Recruitment Ltd
Join a dynamic logistics company in Middlewich, Cheshire, where innovation meets opportunity. As a Customer Service Manager, you'll lead a dedicated team in a supportive work culture that values flexibility and employee growth, with access to cutting-edge AI technologies. Enjoy competitive salary packages and the chance to make a significant impact in a forward-thinking environment that prioritises continuous improvement and strong interdepartmental relationships.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager (B2B) in Middlewich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AllPro Recruitment Ltd. 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 AllPro Recruitment Ltd 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 (B2B) in Middlewich
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 AllPro Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at AllPro Recruitment Ltd 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 AllPro Recruitment Ltd!
How to prepare for a job interview at AllPro Recruitment Ltd
✨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.
