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- Tasks: Lead a dynamic team to deliver exceptional customer experiences and drive service improvements.
- Company: Join First Fence, a pioneer in security and temporary fencing with a focus on innovation.
- Benefits: Enjoy 33 days annual leave, employee discounts, and a holistic wellbeing platform.
- Why this job: Make a real impact by fostering a customer-first culture and developing your team's potential.
- Qualifications: Strong leadership skills, CRM proficiency, and a knack for problem-solving are essential.
- Other info: Be part of an inclusive community that values diversity and individual contributions.
The predicted salary is between 34000 - 47600 £ per year.
Welcome to First Fence - where security meets innovation! As industry pioneers in Security and Temporary Fencing, we are all about unbeatable service and competitive prices. Our dedicated team goes above and beyond to exceed customer expectations.
Salary: £34,000 per annum
Hours: 42.5 hours per week, Monday to Friday between 07:00-18:00
Location: Swadlincote, Derby, DE11 8EA
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 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.
Requirements:
- Strong leadership, coaching, and communication skills, with the ability to inspire and engage teams.
- Proficiency in CRM systems, SAP, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Excellent problem-solving and conflict-resolution abilities, with a calm and professional approach under pressure.
- Strong analytical skills and ability to interpret performance data to drive improvements.
- Highly organised, detail-oriented, and capable of managing multiple priorities simultaneously.
- Good financial and commercial awareness, with the ability to manage budgets and service KPIs effectively.
Other Information:
Join Us for a Career Beyond Ordinary! Discover a workplace that values your well-being and success. At First Fence, we are not just offering a job we are offering a lifestyle!
Benefits Snapshot:
- Cycle to Work Scheme
- Discounts and Cash Back Benefits Platform
- Holistic Wellbeing Platform
- 24/7 Employee Assist Programme
- 33 Days Annual Leave (inclusive of Bank Holidays)
- Employee Product Discounts
- Recognition Rewards
At First Fence, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe in Equality, Diversity, and Inclusion (EDI), and we promote a culture that celebrates individual differences and embraces a wide range of perspectives. We stand against any form of discrimination and ensure that all applicants are evaluated solely on qualifications, skills, and experience. By joining our team, you will become part of a vibrant and inclusive community where your unique contributions are valued.
Customer Service Manager employer: First Fence Ltd
Contact Detail:
First Fence Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its values. First Fence is all about exceptional service, so think of examples from your past that showcase your leadership and customer-first mindset. Show them you’re the perfect fit!
✨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you. Focus on common questions for Customer Service Managers and refine your answers. This will help you feel more confident when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you that dream job!
We think you need these skills to ace Customer Service Manager
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 leadership skills and experience in coaching teams, as these are key to what we're looking for at First Fence.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've handled complex customer issues in the past. We love seeing candidates who can demonstrate their calm and professional approach under pressure!
Be Data-Driven: Since we value operational excellence, mention any experience you have with performance data and analytics. Show us how you've used data to drive improvements in customer service – it’ll make you stand out!
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 and shows us you're serious about joining our team at First Fence!
How to prepare for a job interview at First Fence Ltd
✨Know the Company Inside Out
Before your interview, make sure you research First Fence thoroughly. Understand their values, products, and recent developments in the security and temporary fencing industry. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate strong leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on coaching, motivating, and developing team members. Be ready to discuss specific situations where you improved team performance or resolved conflicts.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving and conflict-resolution skills. Think of examples from your previous roles where you handled complex customer issues or implemented service improvements. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Highlight Your Analytical Skills
Since the role involves monitoring performance data and implementing improvements, be prepared to discuss your analytical skills. Share experiences where you've used data to drive decisions or enhance service quality. This will demonstrate your ability to contribute to operational excellence at First Fence.
