At a Glance
- Tasks: Lead a dynamic customer service team to deliver top-notch care and resolve queries.
- Company: Join a forward-thinking company in Aylesbury with a hybrid work model.
- Benefits: Enjoy a competitive salary, professional growth, and a supportive work environment.
- Other info: Opportunity for career advancement in a collaborative and innovative setting.
- Why this job: Make a real difference by enhancing customer experiences and driving team success.
- Qualifications: Experience in customer service management and strong communication skills required.
The predicted salary is between 45000 - 45000 £ per year.
Permanent Customer Service Manager based in Aylesbury, hybrid, up to £45,000 pa.
Our client is looking to recruit a Customer Service Manager to lead and motivate the Customer Service team to deliver a consistently high standard of customer care, ensuring accurate timely order processing and effective end-to-end management of customer queries and aftercare.
Key responsibilities include:
- Leading a dedicated customer care team that ensures the smooth processing of customer orders, communicating effectively with both internal and external customers.
- Proven stakeholder management skills are required as you will work closely with other internal departments and stakeholders to seek the right resolution outcome in relation to any customer-related issues relating to deliveries, shortages, damaged goods, returns, and invoicing.
- Providing support to a small team, ensuring any issues are resolved, offering one-to-one mentoring and support to team members to ensure continuous professional growth and an accountable high-performance culture.
- Holding regular team meetings to communicate priorities, performance, risks, and key business updates.
- Proactively managing the end-to-end processes by monitoring and communicating process performance.
- Instigating process improvement by making recommendations to senior management stakeholders that streamline and enhance working practices and procedures, ensuring they are efficient and consistently followed.
- Providing accurate management information, KPIs, and metrics to share team performance, trends, risks, and improvement opportunities.
- Supporting Customer Service projects and change activity as required, ensuring the team is engaged and changes are embedded.
- Ensuring compliance with Sarbanes-Oxley (SOX) controls through all relevant Customer Service transactions and procedures.
- Building and maintaining strong relationships with key customers, including customer visits where appropriate.
- Overseeing the team's administration of warranty service contracts and chargeable call outs, including renewal tracking, timely customer notifications, and internal coordination in line with agreed policy and timescales.
- Ensuring appropriate tracking and visibility of warranty contract status and related queries, escalating exceptions and recurring themes to support process improvement.
Required skills and experience:
- Proven hands-on leadership with a pragmatic management style.
- Ability to support the team whilst managing competing demands and priorities.
- A good understanding and experience of working with metrics and performance measures to drive improvement.
- Strong communication skills and able to successfully interact with customers, team members, and internal partners to achieve shared goals.
- A tech background with a good commercial understanding and the role customer service plays in delivering commercial results.
- A strong and collaborative work ethic with a solutions-focused approach.
- Intermediate level of professional experience of working in a similar position.
- BTEC level 5 Diploma in Customer Service.
- Computer literate with strong MS Excel skills.
Please let us know if we need to make reasonable adjustments to our process; please let us know how we can best support you and make the adjustments that may be needed.
Altitude-Recruitment acting as an Employment Agency and Employment Business.
Customer Service Manager employer: Altitude-Recruitment Limited
Join a dynamic team in Milton Keynes where your role as a Customer Service Advisor goes beyond traditional boundaries. We pride ourselves on fostering a collaborative work culture that values relationship-building and problem-solving, offering competitive salaries and opportunities for professional growth. With a focus on delivering exceptional customer experiences, you'll be empowered to make a meaningful impact while enjoying the support of a dedicated team.
Contact Details:
Altitude-Recruitment Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions. Think about how you’d handle customer queries or improve processes. We recommend doing mock interviews with friends or family to get comfortable talking about your experience and skills.
✨Tip Number 3
Showcase your leadership style! When you get the chance, share examples of how you've motivated teams or resolved conflicts. This will highlight your hands-on leadership approach and your ability to drive performance, which is key for a Customer Service Manager.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the team.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Service Manager role. Highlight your experience in leading teams, managing customer queries, and any process improvements you've implemented. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your leadership style aligns with our values. Share specific examples of how you've motivated teams and resolved customer issues in the past.
Showcase Your Metrics Knowledge:Since this role involves working with KPIs and performance measures, make sure to mention any relevant experience you have with metrics. We love data-driven decision-making, so let us know how you've used metrics to drive improvement in your previous roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Altitude-Recruitment Limited
✨Know Your Customer Service Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you've used metrics in the past to drive improvements and enhance team performance. This shows you understand the importance of data in managing a successful customer service team.
✨Showcase Your Leadership Style
Prepare examples that highlight your hands-on leadership approach. Discuss how you've motivated teams, resolved conflicts, and supported team members' professional growth. This will demonstrate your ability to lead effectively and foster a high-performance culture.
✨Communicate Process Improvement Ideas
Think about specific process improvements you've implemented in previous roles. Be prepared to share these examples and explain how they benefited the team and the organisation. This will show your proactive mindset and commitment to continuous improvement.
✨Build Rapport with Stakeholders
Practice how you'll engage with various stakeholders during the interview. Highlight your experience in building strong relationships and resolving customer issues collaboratively. This will illustrate your ability to work cross-functionally and ensure customer satisfaction.
