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- Tasks: Lead and mentor a customer service team while ensuring high performance and satisfaction.
- Company: Join a dynamic company in a regulated environment, focused on client support and improvement.
- Benefits: Enjoy 25 days annual leave, life assurance, profit-related bonuses, and on-site parking.
- Why this job: Be part of a supportive culture that values team development and continuous improvement.
- Qualifications: Previous management experience in customer service and ability to handle escalated complaints required.
- Other info: This is a fully office-based role with standard working hours.
The predicted salary is between 28000 - 34000 £ per year.
Our client is currently recruiting for an experienced Customer Service Manager to join their small team, within their open plan offices based in Holmes Chapel. Due to an internal restructure, this is a new role which has been developed to oversee a team of 5. The company operates in a heavily regulated environment, and therefore a candidate with previous experience of working within a regulated environment would be ideal (this could be banking, a call centre or insurance etc.). The position is to coordinate all support services across their diverse client base.
Daily duties will include:
- Leading and mentoring the service help desk team
- Ensuring high performance, team development and encouraging continuous improvement
- Allocating daily tasks across the team
- Ensuring SLAs are met
- Supporting with escalation of complaints
- Process improvement implementation
- Carrying out 1-2-1s
- Handling customer satisfaction data and making business decisions based on this
- Producing and presenting monthly management reports
The successful candidate will have worked within a line management position previously and be confident managing a team. Previous customer service experience is essential along with the ability to manage escalated complaints and resolve issues promptly.
The company offers on-site parking, 25 days annual leave plus bank holidays, life assurance and profit-related bonuses. The company will also provide a laptop and mobile phone. Working hours are 9am-5pm with a 30-minute lunch break. This is a fully office-based role.
If you are interested in this role or would like to know more about the position, please call Nicola or Amy on 01270 251251 or forward your CV. Please note that due to the high volume of applications we receive, only those successfully shortlisted for the role will be personally contacted.
Locations
Customer Service Manager in Crewe, Cheshire employer: Forrest Recruitment
Contact Detail:
Forrest Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Crewe, Cheshire
✨Tip Number 1
Familiarise yourself with the specific regulations relevant to the industry. Since this role is in a heavily regulated environment, demonstrating your understanding of compliance and regulatory standards during your interview will set you apart.
✨Tip Number 2
Prepare examples of how you've successfully led a team in the past. Highlighting your leadership style and how you've mentored team members can showcase your suitability for managing the service help desk team.
✨Tip Number 3
Research the company’s client base and their specific needs. Being able to discuss how you would tailor customer service strategies to meet these needs will demonstrate your proactive approach and commitment to the role.
✨Tip Number 4
Practice handling difficult customer scenarios. Since the role involves managing escalated complaints, being prepared with strategies for conflict resolution will show that you're ready to tackle challenges head-on.
We think you need these skills to ace Customer Service Manager in Crewe, Cheshire
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service management, especially in regulated environments. Use specific examples that demonstrate your ability to lead a team and manage escalated complaints.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities mentioned in the job description. Emphasise your leadership skills, experience with performance improvement, and your approach to handling customer satisfaction data.
Showcase Relevant Experience: In your application, clearly outline your previous roles in customer service and any relevant management experience. Mention specific achievements that relate to team development and process improvements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Customer Service Manager role.
How to prepare for a job interview at Forrest Recruitment
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team. Be prepared to discuss your previous management experiences, how you've mentored team members, and any specific strategies you've used to improve team performance.
✨Demonstrate Your Understanding of Regulated Environments
Since the company operates in a heavily regulated environment, it's crucial to highlight your experience in similar settings. Discuss any relevant roles you've held in banking, call centres, or insurance, and how you navigated compliance challenges.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding escalated complaints. Prepare examples of past situations where you successfully resolved customer issues and improved satisfaction.
✨Emphasise Continuous Improvement
The role involves implementing process improvements. Be ready to share examples of how you've identified inefficiencies in previous roles and the steps you took to enhance service delivery and meet SLAs.
