At a Glance
- Tasks: Lead a dynamic customer service team to enhance customer experiences and resolve issues swiftly.
- Company: Join a successful and rapidly growing manufacturing business in Halifax.
- Benefits: Competitive salary up to £40k, full-time permanent role with growth opportunities.
- Other info: 100% site-based role with no work-from-home flexibility.
- Why this job: Make a real impact by elevating customer service in a thriving environment.
- Qualifications: Must have manufacturing experience and outstanding people skills.
The predicted salary is between 40000 - 40000 £ per year.
Location: Halifax (100% Site-Based)
Salary: Up to £40,000 per annum (Dependent on Experience)
Position: Full-Time, Permanent (Newly Created Role)
My Client is a long-established, successful and rapidly growing manufacturing business based in Halifax. With a reputation built on quality and reliability, their business is expanding quickly, creating exciting new opportunities within their team. To support this growth, we are seeking a dedicated, hands-on Customer Service Manager to lead their front-line team and elevate their customer experience.
Role Purpose
As the Customer Service Manager, you will lead the Customer Service team, ensuring an exceptional customer experience through effective communication and swift issue resolution. This is a fully site-based role where you will champion customer service operational excellence.
Key Responsibilities
- Customer Management
- Manage daily customer service operations to ensure seamless delivery.
- Efficiently handle and resolve customer escalations.
- Support and nurture key account relationships to drive retention.
- Ensure timely and accurate communication across all customer touchpoints.
- Team Leadership
- Coach, mentor, and develop customer service representatives.
- Conduct structured monthly team reviews.
- Maintain and update comprehensive team training plans.
- Manage all team personnel needs, including annual leave, performance management, absence tracking, and resource requirements.
- Lead the resolution of internal non-conformances while driving preventative actions and verification processes.
- Reporting & Analytics
- Oversee customer satisfaction reporting.
- Manage and analyse On-Time, In-Full (OTIF) reporting.
- Conduct thorough complaints analysis to identify root causes and trends.
- Monitor team workload and resource distribution to maintain peak efficiency.
Key Performance Indicators (KPIs)
Your success in this role will be measured by:
- Customer Satisfaction Score (CSAT)
- Complaint Resolution Time
- Order Accuracy
- OTIF (On-Time, In-Full) performance
- Response Times
- Training plan completion rates
- Individual Performance Improvement Plan (PiP) progression
Requirements
- Manufacturing Experience (Mandatory): Due to the technical nature of our operations, prior experience working within a UK based manufacturing environment is strictly required, preferably in a packaging manufacturing environment. Deep understanding of manufacturing dynamics, including material lead times, factory scheduling, Bill of Materials (BOM), and supply chain constraints.
- Outstanding People Skills: The ability to build successful relationships throughout the business, as well as with customers, is crucial to the success of this role. Tact and diplomacy will be highly utilised skills.
- Leadership Experience: Proven track record of managing, developing, and reviewing a customer-facing team.
- Analytical Skills: Comfortable working with data, managing KPIs, and generating operational reports (OTIF, CSAT, etc.). Excel usage will be required.
- Problem-Solving Mindset: Experience handling internal non-conformances and implementing long-term preventative actions.
- Exceptional written and verbal communication skills, with the commercial acumen required to negotiate and resolve complex client disputes.
This position requires being entirely on-site to ensure close collaboration with production and the customer service team; there is currently no work-from-home (WFH) flexibility.
Grosvenor Talent is committed to promoting equality, diversity and inclusion. We welcome applications from all suitably qualified individuals, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality and ethnic or national origin), religion or belief, sex or sexual orientation. We are committed to ensuring that no applicant or employee is treated less favourably on the basis of a protected characteristic as defined under the Equality Act 2010. If you require reasonable adjustments during the recruitment process, please let us know and we will be happy to support you.
Grosvenor Talent operates as both an Employment Agency and Employment Business in accordance with applicable legislation.
Locations
Customer Service Manager in Halifax, Yorkshire employer: Grosvenor Talent Ltd
Join a long-established and rapidly growing manufacturing business in Halifax, where your role as Customer Service Manager will be pivotal in enhancing customer experience and leading a dedicated team. With a strong focus on employee development, a collaborative work culture, and a commitment to quality, this company offers a supportive environment that values your contributions and fosters professional growth. Enjoy the benefits of working in a dynamic setting that prioritises operational excellence and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Halifax, Yorkshire
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grosvenor Talent 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 Grosvenor Talent 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 Manager in Halifax, Yorkshire
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 Grosvenor Talent Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Grosvenor Talent 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 Grosvenor Talent Ltd!
How to prepare for a job interview at Grosvenor Talent 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.
