At a Glance
- Tasks: Lead a dynamic customer service team and drive continuous improvement initiatives.
- Company: Join a forward-thinking company focused on exceptional customer experiences.
- Benefits: Competitive salary, profit share bonus, and flexible hybrid working options.
- Other info: Exciting opportunity for career growth in a supportive environment.
- Why this job: Make a real impact by enhancing customer satisfaction and team performance.
- Qualifications: Proven experience in customer service management and process improvement.
Salary: £48,000 - £57,000 depending on experience + profit share bonus, typically c. £6,000-£8,000
Location: Stockport
Type of Work: Full-time, permanent | Office-based with hybrid working available
Are you an outstanding Customer Service Manager who knows how to build a high-performing team, raise standards and continuously improve the way a customer service function operates? Our client is looking for an experienced customer service leader to take responsibility for an established team of approximately 10 Customer Care Representatives and a Team Leader. You will already have a strong track record of delivering excellent customer service, developing people and managing performance; the opportunity here is to go further, introducing greater structure, accountability and measurable improvement across the function.
This is a hands-on leadership role with a significant continuous improvement remit. You will use KPIs, service data, customer feedback and operational insight to identify where systems, processes and ways of working can be improved, then lead those changes through to measurable results.
Job Description
- Review current customer service systems, processes and workflows, identifying inefficiencies, bottlenecks and recurring issues.
- Lead improvement initiatives that increase speed, accuracy, service quality and customer satisfaction.
- Set and manage clear performance measures including SLAs, response times, complaint resolution, accuracy and right-first-time delivery.
- Use data and customer feedback to identify root causes, prioritise improvements and track outcomes.
- Introduce and embed improved processes, systems and technology across the team.
- Lead, coach and develop the Customer Care team, creating clear expectations around quality, accountability and performance.
- Develop the Team Leader and individual team members through coaching, reviews and structured development.
- Work closely with operational colleagues to improve handovers, capacity and the end-to-end customer journey.
Person Specification
- Strong experience managing a customer service or customer operations team.
- A demonstrable track record of delivering excellent customer service and improving team performance.
- Proven experience of improving processes, systems or workflows with measurable results.
- Confident working with KPIs, SLAs and operational data.
- An accomplished people manager with strong coaching and performance management skills.
- A structured, process-driven approach with a focus on quality, accuracy and continuous improvement.
- Experience within a quality-led, ISO, manufacturing, fulfilment, distribution or similarly standards-driven environment would be advantageous.
- Comfortable leading teams through change and embedding new ways of working.
Success in this role will be visible and measurable: stronger customer satisfaction, improved accuracy and turnaround times, fewer recurring issues, better team performance and demonstrable improvements to the processes supporting the customer journey.
If you are an accomplished Customer Service Manager who combines exceptional people leadership with a strong track record of improving processes and performance, we would be very interested in hearing from you.
To apply, please submit your CV by clicking on the relevant links. If successful, you will be contacted by one of our consultants within 3 working days. Unfortunately, due to the volume of applications we expect to receive for this vacancy, if you do not hear from us within this time, you should presume your application has been unsuccessful on this occasion.
Grassroots Recruitment is acting as a recruitment agency and a recruitment business in respect of this vacancy. Grassroots Recruitment is an equal opportunities employer and recruiter. We welcome applications from all sections of the community, regardless of age, race, sex, sexual orientation, marital status, religion or disability.
Customer Service & Operations Manager in Stockport employer: Grassroots Recruitment Ltd
Grassroots Recruitment Ltd is an excellent employer, offering a supportive and friendly work environment in Manchester where employees can thrive. With competitive salaries, a company pension, and on-site parking, we prioritise employee well-being and operational efficiency. Join us to develop your skills in sales administration while contributing to a well-established manufacturing business that values teamwork and customer satisfaction.
Contact Details:
Grassroots Recruitment Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Operations Manager in Stockport
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grassroots Recruitment 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 Grassroots Recruitment 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 & Operations Manager in Stockport
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 Grassroots Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Grassroots Recruitment 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 Grassroots Recruitment Ltd!
How to prepare for a job interview at Grassroots Recruitment 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.
