At a Glance
- Tasks: Lead and mentor a team to deliver exceptional customer service and drive process improvements.
- Company: Join CHEP, a global leader in sustainable logistics with a diverse workforce.
- Benefits: Enjoy hybrid work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team that values diversity and continuous improvement.
- Why this job: Make a real impact on customer experience while contributing to global sustainability efforts.
- Qualifications: Experience in customer service leadership and strong problem-solving skills required.
The predicted salary is between 45000 - 55000 £ per year.
CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.
What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility.
Key Responsibilities May Include:
- Lead, coach, and mentor a team of Customer Service Executives, ensuring they provide top-tier support that aligns with both customer needs and business goals.
- Develop and implement customer service excellence strategies, focusing on process improvements, team training, and the integration of technology to enhance the customer experience and reduce operational inefficiencies.
- Oversee daily operations, ensuring effective management of customer inquiries, billing issues, and account health while maintaining industry standards for resolution times and service quality across all communication channels.
- Utilize customer feedback metrics (e.g., Net Promoter Score, Customer Satisfaction, Customer Effort) to identify opportunities for improvement, and create action plans to enhance the overall customer experience.
- Collaborate closely with cross-functional teams, including Sales, Logistics, and Operations, to resolve complex customer issues, optimize order fulfilment processes, and improve supply chain efficiency.
- Lead the development and maintenance of monitoring and reporting systems, leveraging business intelligence tools to track performance, customer satisfaction, and operational effectiveness.
- Ensure compliance with company guidelines and standard operating procedures (SOPs) while driving continuous improvement initiatives that embed a customer-centric culture within the team.
- Serve as a strategic leader in customer operations, providing valuable insights, driving cross-functional initiatives, and strengthening relationships across regions and business units to align with company objectives and deliver value.
Required Skills & Experience:
- Demonstrated experience in process improvement, transformation, or service design.
- Excellent stakeholder management and ability to influence across multiple functions.
- Proven experience in a customer service leadership role within a fast-paced, customer-facing environment.
- Strong people management and coaching capability, with experience leading large teams.
- Data-driven mindset, with experience using customer metrics to drive performance (e.g. NPS, CSAT).
- Strong problem-solving and decision-making skills in complex environments.
- Experience with CRM systems (e.g. Salesforce) and reporting tools.
Skills to succeed in the role:
- Building Rapport
- Coaching
- Collaboration
- Commercial Sustainability
- Continuous Process Improvement
- Customer Experience (CX)
- Customer Support
- Data Storytelling
- Disruptive Thinking
- Feedback
- Inclusive Leadership
- Leading Change
- Leading Customer Centric Teams
- Motivating Teams
- Our Business
- Prioritization
- Problem Resolution
- Sales Communications
- Self-Awareness
We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Customer Service Manager in Manchester employer: Brambles
At CHEP, we pride ourselves on being an exceptional employer, offering a dynamic work environment where innovation and sustainability are at the forefront. As a Customer Service Manager, you will lead a talented team in a hybrid remote setting, fostering a culture of inclusivity and continuous improvement while enjoying opportunities for professional growth within our global organisation. With a commitment to work-life balance and a diverse workforce, CHEP empowers you to make a meaningful impact on how goods are transported worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at CHEP on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching CHEP's values and recent projects. Show us that you’re not just another candidate; you’re genuinely interested in how you can contribute to their mission of sustainability and efficiency.
✨Tip Number 3
Practice your answers to common interview questions, especially around leadership and customer service. We want to hear about your experiences and how you’ve tackled challenges in the past—make it relatable!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at CHEP.
We think you need these skills to ace Customer Service Manager in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Manager role. Highlight your experience in process improvement and team leadership, as these are key aspects of the job. We want to see how your skills align with our mission at CHEP!
Showcase Your Data Skills:Since this role involves a data-driven mindset, don’t forget to mention any experience you have with customer metrics like NPS or CSAT. We love seeing how you've used data to drive performance improvements in your previous roles.
Be Authentic:At StudySmarter, we value authenticity! Let your personality shine through in your application. Share your unique experiences and how they’ve shaped your approach to customer service and team management.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at Brambles
✨Know Your Customer Service Metrics
Familiarise yourself with key customer service metrics like NPS and CSAT. Be ready to discuss how you've used these metrics in past roles to drive improvements and enhance customer experiences.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and mentored teams in previous positions. Highlight specific instances where your coaching made a difference in team performance or customer satisfaction.
✨Demonstrate Process Improvement Experience
Think of concrete examples where you've implemented process improvements or service design changes. Be prepared to explain the challenges you faced and the positive outcomes that resulted from your initiatives.
✨Collaborate Across Functions
Be ready to discuss how you've worked with other departments, like Sales or Logistics, to resolve complex customer issues. Emphasise your ability to build relationships and collaborate effectively to achieve common goals.
