At a Glance
- Tasks: Lead a team to deliver exceptional customer service and improve client relationships.
- Company: Join a leading medical cannabis importer and manufacturer in the UK.
- Benefits: Competitive salary, benefits package, and opportunities for career growth.
- Other info: Collaborative environment with a focus on continuous improvement and teamwork.
- Why this job: Make a real impact in a fast-growing industry while developing your leadership skills.
- Qualifications: Experience in customer service leadership and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
About Us
We are a leading Importer, Manufacturer and distributor of medical cannabis in the UK. Grow supplies its own brands to pharmacy and wholesale partners, as well as providing these services to third party clients. Our third-party client Import, Manufacturing and distribution services are a fast growing area of the business, which requires exceptional co-ordination, communication and service levels.
Role Overview
The Customer Service Manager is responsible for overseeing the daily operations of the customer service department, ensuring exceptional customer experiences and efficient service delivery. This role involves managing a small team, resolving escalated issues, improving processes, and maintaining high levels of customer satisfaction.
Key Responsibilities
- Intercepting client orders, co-ordinating and communicating to various departments
- Building and maintaining client relationships
- Organising regular meetings with clients
- Increase monthly sales figures
- Lead, mentor, and develop the customer service team
- Set performance goals and conduct regular reviews
- Manage staffing schedules and workload distribution
- Provide ongoing coaching and training
- Ensure high-quality customer interactions across all channels (phone, email, chat)
- Handle complex or escalated customer complaints
- Monitor customer satisfaction metrics (CSAT, NPS, etc.)
- Implement initiatives to improve customer experience
- Oversee daily department operations
- Develop and improve customer service processes and procedures
- Ensure adherence to company policies and service standards
- Manage service level agreements (SLAs)
- Track KPIs such as response time, resolution time, and customer satisfaction
- Analyse trends and identify areas for improvement
- Prepare reports for senior management
- Work closely with sales, product, and operations teams
- Provide customer feedback to drive improvements
- Support company-wide customer-focused initiatives
- Manage CRM and customer support systems
- Ensure proper documentation of customer interactions
Skills & Experience Required
- Proven experience in a customer service leadership role
- Proven records of sales and growth within Customer service
- Strong leadership, communication, and interpersonal skills
- Excellent problem-solving and conflict resolution abilities
- Experience with CRM software (e.g., Salesforce, Zendesk)
- Analytical mindset with ability to interpret data and metrics
- Ability to work in a fast-paced environment
- Experience in a regulated environment is preferable
Personal Attributes
- Customer-centric mindset
- Friendly and great communicator
- Leadership and team development
- Emotional intelligence
- Decision-making ability
- Organizational and time management skills
- Adaptability, confidence and resilience
What We Offer
- A senior and influential supervisory role within a highly regulated and specialist manufacturing environment
- Competitive salary and benefits package, commensurate with experience
- Opportunity to work closely with senior leadership and play a key role in shaping site strategy and performance
- A supportive and collaborative working environment with strong cross‐functional teamwork
- The chance to make a tangible impact on site performance, compliance, and continuous improvement
Customer Service Manager in London employer: GROW® Group
At Grow, we pride ourselves on being a leading employer in the medical cannabis sector, offering a dynamic and supportive work environment in the UK. As a Customer Service Manager, you will enjoy competitive remuneration, opportunities for professional growth, and the chance to influence site strategy while working alongside senior leadership. Our collaborative culture fosters teamwork and innovation, ensuring that every employee can make a meaningful impact on our clients and the business as a whole.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to customer service scenarios. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Service Manager in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership and customer service achievements, as we want to see how you can contribute to our team.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the Customer Service Manager role. Share specific examples of how you've improved customer satisfaction or led a team to success in the past.
Showcase Your Problem-Solving Skills:In your application, mention instances where you've successfully resolved complex customer issues. We love candidates who can think on their feet and come up with effective solutions!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at GROW® Group
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their products, services, and the specific role of the Customer Service Manager within the context of their operations. 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 from your past experiences where you've successfully led a team, resolved conflicts, or improved processes. Highlighting these skills will reassure them that you're capable of managing their customer service department.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving and conflict resolution skills. Think of specific situations where you handled escalated customer complaints or improved customer satisfaction metrics. Practising these scenarios will help you articulate your thought process during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask insightful questions about the company’s customer service strategies, team dynamics, or future goals. This shows that you're not just interested in the job, but also in how you can contribute to their success and growth.
