At a Glance
- Tasks: Lead and develop a high-performing customer service team to deliver exceptional experiences.
- Company: Join a rapidly growing UK business with a focus on people and technology.
- Benefits: Competitive salary, excellent benefits, and opportunities for personal growth.
- Other info: Dynamic environment with a focus on continuous improvement and collaboration.
- Why this job: Make a real impact in a progressive company with ambitious growth plans.
- Qualifications: Experience in managing customer service teams and strong coaching skills.
The predicted salary is between 40000 - 45091 £ per year.
Eaton Syalon are exclusively partnering with a highly successful and rapidly growing UK business to recruit a Customer Service Manager based in South Derbyshire. This is an exciting opportunity to join a market leading organisation that has experienced significant growth and continues to invest in its people, technology and customer experience. This role is ideally suited to candidates based in Swadlincote, Burton upon Trent, Ashby-de-la-Zouch and the surrounding areas.
We are looking for an experienced customer service leader who is passionate about developing people, driving service excellence and creating a high-performing team culture. This role would suit someone currently working as a Customer Service Manager, Customer Support Manager, Contact Centre Manager or Team Manager looking to join a progressive business where they can genuinely make an impact.
The Role
Reporting into senior leadership, you will be responsible for leading and developing the customer service function, ensuring customers receive an exceptional experience from initial enquiry through to resolution. You will focus on coaching your team, improving processes, analysing performance data and working collaboratively with departments across the business to continually enhance service delivery.
Key Responsibilities
- Leading, motivating and developing a customer service team to deliver exceptional service.
- Setting clear objectives, coaching performance and carrying out regular one-to-one meetings and reviews.
- Managing recruitment, onboarding and ongoing development of team members.
- Monitoring KPIs including response times, customer satisfaction and service quality.
- Identifying trends and implementing continuous improvement initiatives.
- Managing complex customer escalations with professionalism and empathy.
- Working closely with Sales, Operations, Logistics and Finance to resolve customer issues efficiently.
- Producing management reports and service performance analysis.
- Supporting employee relations activities including investigations, performance management and wellbeing meetings in partnership with HR.
- Ensuring CRM systems and customer records remain accurate and up to date.
About You
- Previous experience managing a customer service or customer support team.
- A proven ability to coach, motivate and develop high-performing teams.
- Excellent communication and stakeholder management skills.
- Experience with SAP would be advantageous but is not essential.
- Experience using CRM systems together with Microsoft Office.
- Strong analytical skills with experience using customer service KPIs to improve performance.
- The ability to manage multiple priorities within a fast-paced environment.
- A calm, professional approach to handling customer escalations.
- Good commercial awareness and experience driving operational improvements.
If you’re an experienced Customer Service Manager looking for a role where you can lead a successful team, influence positive change and join a business with ambitious growth plans, we’d love to hear from you. To discuss this opportunity in complete confidence, please apply today or contact Eaton Syalon Recruitment for further information.
Customer Service Manager employer: Eaton Syalon Ltd
Eaton Syalon is an exceptional employer, offering a dynamic and supportive work environment in Nottingham that fosters collaboration and professional growth. As a Financial Accountant, you'll not only engage in diverse financial activities but also have the opportunity to lead transformative projects within a high-growth medium-sized business, ensuring your contributions are recognised and valued. With a focus on continuous improvement and a commitment to employee development, this role provides a unique chance to make a meaningful impact while advancing your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Eaton Syalon 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 Eaton Syalon 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
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 Eaton Syalon Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Eaton Syalon 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 Eaton Syalon Ltd!
How to prepare for a job interview at Eaton Syalon 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.
