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 while driving performance and satisfaction.
- 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
- 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
- £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 Nottingham employer: Harper Recruitment Group
Harper Recruitment Group is an exceptional employer, offering a supportive and collaborative work environment in Nottingham where you can truly make an impact 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. Join us to shape the future of customer service in a fast-paced, service-driven business that values your expertise and fosters professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Manager in Nottingham
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer service management. Think about your past experiences and how they align with the role's requirements, especially around leading teams and handling high-volume operations.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and might even give you a heads-up about what the interviewers are looking for.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest and keep you top of mind for the hiring team.
We think you need these skills to ace Senior Customer Service Manager in Nottingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Customer Service Manager role. Highlight your experience in leading teams, managing customer queries, and driving service quality, as these are key aspects of the job.
Showcase Your Leadership Skills:We want to see how you've successfully led teams in high-pressure environments. Share specific examples of how you've coached and developed team members, and how you've managed escalations or improved service quality.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points where possible to make your achievements stand out, and ensure your communication style reflects the calm, solutions-focused approach we value.
Apply Through Our Website:Don’t forget to submit your application through our website! This helps us keep everything organised and ensures your application gets the attention it deserves. We’re excited to hear from you!
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 services and values. Familiarise yourself with their customer service approach and any recent news or changes in the industry. 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 challenges, improved processes, or enhanced customer satisfaction. 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 from your past experience where you managed customer complaints or escalations effectively, and be ready to discuss them in detail.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team dynamics, the company’s future goals, or how they measure success in customer service. This not only shows your interest but also helps you gauge if the company is the right fit for you.
