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- Tasks: Lead the creation of a new customer service function and design processes from scratch.
- Company: Join an established infrastructure and utilities business in West Lothian.
- Benefits: Enjoy a fully onsite role with autonomy to shape customer service strategies.
- Why this job: Be a pioneer in building a customer service team and make a real impact.
- Qualifications: Experience in transforming customer service functions, ideally in regulated industries.
- Other info: This is a unique opportunity to start fresh and lead a high-performing team.
The predicted salary is between 36000 - 60000 £ per year.
An established infrastructure and utilities business based in West Lothian is creating a new opportunity for an experienced Customer Manager to join them and shape the entire customer service function from the ground up. This is a brand new role within the organisation. There is currently no formal Customer Service department in place. You will be given full autonomy to design and deliver a customer service strategy that supports business growth, meets regulatory requirements, and delivers an excellent experience to both B2B and end customers.
You’ll be starting with the fundamentals, mapping the customer journey, building reporting and data dashboards, selecting, and implementing systems, and designing processes, with a view to ultimately building and leading a small, high-performing customer service team.
Key Responsibilities:- Lead the creation of a brand new customer service function, reporting into the senior leadership team.
- Design and implement customer service processes, systems and best practices from scratch.
- Work with operational teams to understand current customer touch points and identify areas for improvement.
- Set up reporting structures and customer data tracking to ensure full visibility of service levels and customer satisfaction.
- Build and manage customer feedback loops to inform service development and continuous improvement.
- Over time, recruit and lead a growing customer service team in line with business needs.
- Act as the voice of the customer internally, helping to shape strategy and operational decision-making.
- Ensure compliance with relevant customer standards and regulations across all areas of service delivery.
- Proven experience in setting up or transforming a customer service or customer experience function, ideally within a complex or regulated industry (utilities, infrastructure, construction, manufacturing or similar).
- A passion for delivering brilliant customer outcomes and a pragmatic, hands-on approach to getting things done.
- Strong understanding of customer service systems, tools, and reporting best practices.
- Excellent leadership and stakeholder engagement skills — able to bring people with you on the journey.
- Comfortable working autonomously and taking ownership of your area.
- Experience with change management and process improvement is highly desirable.
Contact Detail:
Avenue Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Manager
✨Tip Number 1
Research the company thoroughly to understand their current customer service landscape and any existing challenges. This will help you tailor your approach and demonstrate your knowledge during discussions.
✨Tip Number 2
Network with professionals in the utilities and infrastructure sectors. Attend industry events or join relevant online forums to connect with others who can provide insights into best practices and potential pitfalls in customer service.
✨Tip Number 3
Prepare to discuss specific strategies for building a customer service function from scratch. Think about how you would map the customer journey and what systems you would implement to track customer satisfaction.
✨Tip Number 4
Showcase your leadership skills by preparing examples of how you've successfully led teams through change. Highlight your experience in stakeholder engagement and how you can bring people together to achieve common goals.
We think you need these skills to ace Customer Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, especially any roles where you've set up or transformed a customer service function. Use specific examples that demonstrate your ability to lead and implement processes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering excellent customer outcomes. Discuss your hands-on approach and how your previous experiences align with the responsibilities of shaping a new customer service function.
Showcase Leadership Skills: Emphasise your leadership and stakeholder engagement skills in both your CV and cover letter. Provide examples of how you've successfully led teams or projects, particularly in complex or regulated industries.
Highlight Change Management Experience: If you have experience with change management and process improvement, make sure to include this in your application. Detail specific instances where you've driven change and improved customer service outcomes.
How to prepare for a job interview at Avenue Recruitment
✨Showcase Your Experience
Be prepared to discuss your previous experience in setting up or transforming customer service functions. Highlight specific examples where you've successfully implemented processes or systems, especially in regulated industries.
✨Demonstrate Leadership Skills
Since this role involves building and leading a team, be ready to share your leadership philosophy. Discuss how you engage stakeholders and motivate teams, as well as any relevant experiences that showcase your ability to lead effectively.
✨Understand the Customer Journey
Familiarise yourself with mapping customer journeys. Be prepared to discuss how you would approach identifying touchpoints and areas for improvement, as this will be crucial in shaping the new customer service function.
✨Prepare for Change Management Questions
Given the nature of this role, expect questions about change management and process improvement. Think of examples where you've successfully navigated change and how you ensured compliance with standards and regulations.
