At a Glance
- Tasks: Lead a dynamic customer service team and enhance service quality.
- Company: Fast-paced, service-driven business in Nottingham with a supportive culture.
- Benefits: £45,000 salary, free parking, pension scheme, and training opportunities.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Shape the future of customer service and make a real impact.
- Qualifications: Experience in customer service leadership and strong communication skills.
The predicted salary is between 45000 - 45000 € per year.
Harper Recruitment Group is supporting a fast-paced, service-driven business based in Nottingham. An exciting opportunity has arisen for an experienced Senior Customer Service Manager to lead a small customer service function, reporting directly into the CEO. This role is ideal for a hands-on leader who thrives in a high-volume environment involving quotations, phones, email traffic, case management and service calls. You will be responsible for managing day-to-day customer operations, driving service quality and ensuring efficient workflow across all customer touchpoints.
Key responsibilities:
- Leading, coaching and developing a team of 2–3 Customer Service Advisors
- Managing customer queries, complaints, order tracking and bespoke quotation requests
- Overseeing phones, email inboxes, live cases and service call activity
- Ensuring accurate and timely quotations, supporting the team with complex or bespoke requirements
- Managing escalations, monitoring case progress and ensuring SLA adherence
- Allocating workload, balancing priorities and improving response times
- Driving NPS, complaint reduction and service quality improvements
- Working closely with logistics, warehouse, sales and operations teams
- Producing service performance reports, identifying trends and recommending improvements
- Reviewing systems, procedures and communication flows to enhance efficiency
- Acting as the senior point of contact for internal and external stakeholders
- Delivering coaching, performance reviews and development plans
- Ensuring accuracy, compliance and consistency across all customer interactions
What we’re looking for:
- Senior customer service leadership experience within a fast-paced, multi-channel environment
- Strong background in quotations, case management and service call handling
- Experience managing high-volume phones and email operations
- Proven ability to lead teams through change, growth and process improvement
- Excellent communication skills with a calm, solutions-focused approach
- Strong organisational skills and the ability to prioritise under pressure
- Confident using CRM systems, case-management tools and Microsoft Office
- A proactive leader who can drive performance, quality and customer satisfaction
- Experience within a logistics, distribution or product-based environment is highly beneficial
What’s on offer:
- £45,000 salary
- Free on-site parking
- Company pension scheme
- Training and development opportunities
- Supportive, collaborative working environment
- Opportunity to shape and elevate the customer service function
Senior Customer Service Manager in Derby employer: Harper Recruitment Group
Harper Recruitment Group is an excellent employer, offering a supportive and collaborative work environment in Nottingham, where you can thrive as a Senior Customer Service Manager. With a competitive salary of £45,000, free on-site parking, and robust training and development opportunities, you will have the chance to lead a dedicated team while driving service quality and operational efficiency. The company values employee growth and provides a platform for you to shape the customer service function, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Manager in Derby
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your approach and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. A friendly chat can give you insider info and might even lead to a referral, which can boost your chances of landing that interview.
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to customer service management. Think about how you would handle specific challenges they might face, and be ready to share your strategies.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows 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 Senior Customer Service Manager in Derby
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Customer Service Manager role. Highlight your leadership experience and any relevant achievements in customer service. We want to see how you’ve made a difference in previous roles!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this position. Share specific examples of how you've led teams and improved service quality in fast-paced environments, just like we do at StudySmarter.
Showcase Your Skills:Don’t forget to showcase your skills in quotations, case management, and handling high-volume operations. We love candidates who can demonstrate their ability to manage multiple tasks while keeping a calm, solutions-focused approach.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any updates from our recruitment team!
How to prepare for a job interview at Harper Recruitment Group
✨Know Your Stuff
Before the interview, make sure you’re well-versed in the company’s operations and customer service strategies. Familiarise yourself with their products and services, especially how they handle quotations and case management. This will show that you’re genuinely interested and prepared.
✨Showcase Your Leadership Skills
As a Senior Customer Service Manager, you’ll need to demonstrate your leadership abilities. Prepare examples of how you’ve successfully led teams through change or improved service quality in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle high-pressure situations. Think of specific scenarios where you managed customer complaints or escalations effectively. Highlight your calm, solutions-focused approach to showcase your fit for the role.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team dynamics, the company’s vision for customer service, or how they measure success in this role. This not only shows your interest but also helps you gauge if the company aligns with your values.
