As a Customer Service Manager, you will lead a high-performing team dedicated to delivering exceptional customer experiences. You will oversee daily operations, coach and develop team members, implement service improvements, and ensure all interactions reflect the company’s values and commitment to excellence. By fostering a culture of accountability, collaboration, and continuous improvement, you will ensure every customer receives professional, efficient, and caring support.
Key Responsibilities:
Team Leadership: Lead, motivate, and coach the customer service team to achieve clear performance goals and boost morale. Foster a customer-first culture by recognising achievements and communicating the impact of their work.
Talent Development & Onboarding: Coach team members with regular feedback, performance reviews, and targeted training. Recruit, train, and assist with onboarding new colleagues, ensuring immediate understanding of products, systems, and service expectations.
Operational Excellence & Analytics: Monitor daily operations to ensure prompt and professional handling of all customer queries. Use performance data (e.g., response time, satisfaction scores) and analytics to identify trends, measure success, and implement improvement plans.
Strategic Improvement: Develop, implement, and standardise service processes and standards consistent with company values. Drive continuous improvement through new technologies and customer feedback systems to enhance service quality and efficiency.
Customer Resolution: Personally handle complex customer escalations using empathy and sound judgment for fair, timely resolutions. Maintain accurate CRM records for data integrity.
Collaboration: Partner with departments like sales, logistics, and finance to ensure seamless communication and resolve cross-functional issues impacting customers.
Stakeholder Communication: Prepare regular reports for senior management summarising service performance, challenges, and proposed solutions.
Managing People: Follow procedures such as investigations, disciplinaries, wellbeing meetings and related processes following all company policies, collaborating with HR where required.
This list is not exhaustive
Customer Service Manager in Swadlincote employer: First Fence Limited
As a Depot Administrator, you will thrive in a dynamic work environment that prioritises efficiency and customer satisfaction. Our company fosters a collaborative culture where your contributions are valued, offering ample opportunities for professional growth and development. Located in a vibrant area, we provide competitive benefits and a supportive atmosphere that encourages innovation and teamwork.
