At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and operational excellence.
- Company: Join FFE, a leading fire detector manufacturer saving lives globally.
- Benefits: Enjoy 25 days annual leave, health insurance, and a company bonus scheme.
- Other info: Be part of a collaborative culture with excellent career growth opportunities.
- Why this job: Make a real impact by transforming customer experiences in a supportive environment.
- Qualifications: Experience in customer service leadership and strong problem-solving skills required.
The predicted salary is between 36000 - 44000 £ per year.
Furthermore, here at FFE we value our employees giving them the freedom to be creative and innovative.
Having a great team spirt and people that are proud to work for a company that saves lives, our teams see the direct impact of their efforts in the daily operations.
How many lives have you saved today?
FFE Ltd is a specialist fire detector manufacturer and is one of the world’s largest manufacturers of optical beam smoke detectors and flame detectors.
FFE is proud to be part of the Halma plc group, a UK based global FTSE 100 company.
Here at FFE we value our employees and give them the freedom to be creative and innovative.
Having a great team spirit from people that are proud to work for a company that saves lives, means our teams see the direct impact of their efforts in the daily operations.
- Contract Type Permanent
- Office Based role
- Scope Of The Role
The Customer Services Manager is responsible for leading FFE's Customer Operations function, ensuring the delivery of an exceptional customer experience from order receipt through to fulfilment and aftersales support.
The role provides leadership and direction to the Customer Account Executives, Logistics & Operations Executives and Planner, ensuring customer enquiries, order management, production planning, inventory availability, logistics activities and aftersales support are delivered efficiently, accurately and in line with agreed service levels.
The successful candidate will create a high-performing customer-focused team, drive continuous improvement across customer-facing processes, and work closely with Sales, Production, Procurement, Quality and Finance to ensure customer expectations are consistently met or exceeded.
- Scope of the Role
- Lead and develop a team of five customer operations professionals.
- Own customer service performance, order fulfilment effectiveness and on-time delivery coordination.
- Ensure customer enquiries, quotations, orders and aftersales requests are handled effectively and within KPI targets.
- Manage the interface between customers, sales teams, planning, production, procurement and logistics.
- Drive continuous improvement of customer-facing processes, systems and reporting.
- Act as the primary escalation point for complex customer, operational or logistical issues.
- Support business growth by maintaining high levels of customer satisfaction and operational efficiency.
- Ensure compliance with company procedures, export controls, quality standards and customer requirements.
Key Responsibilities
- Team Leadership
- Lead, coach and develop the Customer Operations team, creating a high-performing, customer-focused culture.
- Set clear objectives, monitor performance and support individual development.
- Ensure resources and workloads are effectively managed to meet customer and business requirements.
- Act as the primary escalation point for complex customer and operational issues.
- Customer Service Excellence
- Ensure all customer enquiries, orders and aftersales activities are managed professionally, accurately and within agreed service levels.
- Drive high levels of customer satisfaction through consistent delivery of excellent customer service.
- Monitor and improve customer service KPIs, implementing corrective actions where necessary.
- Build strong relationships with customers and support key customer interactions when required.
- Operational Coordination
- Lead coordination between Customer Operations, Planning, Production, Procurement, Logistics and Sales to ensure customer commitments are achieved.
- Maintain visibility of customer demand, order backlog and delivery performance, proactively managing risks and priorities.
- Ensure operational processes are executed efficiently and in compliance with company procedures.
- Continuous Improvement
- Identify and implement improvements to customer service, planning and fulfilment processes.
- Use data and performance metrics to drive operational efficiency and service excellence.
- Support and develop the effective use and development of ERP, CRM and business systems.
- Governance & Reporting
- Ensure accurate reporting of customer service and operational performance.
- Maintain compliance with company policies, quality standards and regulatory requirements.
Essential
Skills and Experience
- Proven experience in a Customer Service, Customer Operations or Supply Chain leadership role.
- Experience managing and developing customer-facing teams.
- Strong understanding of order management, planning and logistics processes.
- Experience working within manufacturing, engineering or technical product environments.
- Excellent stakeholder management and relationship-building skills.
- Strong analytical and problem-solving capability.
- Experience using ERP and CRM systems.
- Excellent communication and organisational skills.
- Strong commercial awareness and customer focus.
- Proficient in Microsoft Office applications, particularly Excel
Desirable
- Experience within a manufacturing or fire safety environment.
- Knowledge of export processes and international logistics.
- Experience implementing process improvements and operational KPIs.
- Lean, Continuous Improvement or Six Sigma exposure.
- Key Performance Measures
- Customer satisfaction and service performance.
- Order fulfilment accuracy.
- On-time delivery performance.
- Customer enquiry response times.
- Backlog management.
- Customer complaint resolution times.
- Team engagement and development.
- Inventory and planning effectiveness.
- Process improvement delivery.
- Achievement of departmental KPIs.
- Attitudes & Behaviours
- Customer-first mindset.
- Strong leadership presence.
- High level of accountability and ownership.
- Excellent communicator.
- Collaborative and team-oriented.
- Results driven.
- Continuous improvement mindset.
- Adaptable and resilient.
- Commercially aware.
- Positive and professional approach.
- Passion for delivering operational excellence.
- Why this role exists
The Customer Services Manager ensures that FFE delivers a seamless customer experience while balancing operational efficiency, planning effectiveness and delivery performance.
The role is accountable for transforming customer requirements into successful operational execution whilst developing a highly engaged Customer Operations team that supports FFE's continued growth.
FFE Benefits include
- 25 days Annual Leave
- Company bonus Scheme
- Halma Pension plan
- BUPA health insurance
- Simply Health cash plan
- EAP
- #FFE
- #J-18808-Ljbffr
Customer Services Manager in Hitchin employer: FFE Ltd
FFE Ltd is an exceptional employer that fosters a collaborative and innovative work culture, ideal for Electronics Engineers looking to make a significant impact in safety-critical environments. With a strong emphasis on employee growth, we offer continuous learning opportunities and support for professional development, ensuring that our team members thrive in their careers. Located in a dynamic area, our company provides unique advantages such as access to cutting-edge technology and a vibrant community, making it a rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager in Hitchin
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FFE 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 FFE 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 Services Manager in Hitchin
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 FFE Ltd:Your cover letter is your chance to shine! Tell us why you want to work at FFE 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 FFE Ltd!
How to prepare for a job interview at FFE 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.
