At a Glance
- Tasks: Lead customer service in a dynamic warehouse, ensuring top-notch support and satisfaction.
- Company: Join a forward-thinking company that values customer experience and teamwork.
- Benefits: Competitive pay, 25 days holiday, health support, and a friendly work environment.
- Other info: Enjoy a supportive culture with opportunities for growth and development.
- Why this job: Make a real impact by shaping customer experiences and driving service excellence.
- Qualifications: Experience in customer service and managing multi-channel communications.
The predicted salary is between 30000 - 40000 £ per year.
We are recruiting for a Customer Services Manager to work within a warehouse environment in Taunton, Somerset.
The role involves owning and elevating the brand's customer experience across all touch points. This role is responsible for delivering expert, timely, and empathetic support, resolving complex cases end-to-end, and ensuring every customer interaction reflects the brand's values and high standards. You will monitor and drive key service metrics, capture insights from customer feedback, and partner across teams to continuously improve processes and operational efficiency. The role combines hands-on problem-solving with strategic oversight, shaping the voice, tone, and standards of the customer service function as the brand scales.
Your duties will be as follows:
- Personally respond to customer enquiries across email, live chat, social, over the phone and other service channels, delivering expert, thoughtful and timely support.
- Listen to customers, provide appropriate solutions and feedback within a reasonable time frame and communicate in a consistently professional, empathetic and brand-aligned tone of voice.
- Act as the primary point of contact for complex or sensitive customer cases, owning resolution end to end.
- Partner with warehouse picking teams to proactively address and fully resolve logistical and operational product issues within established timelines.
- Continually look for ways to improve the customer experience and make recommendations to the wider team, creating service improvement strategies, efficiencies and procedures.
- Develop a customer service dashboard identifying critical KPIs to help drive customer satisfaction and deliver strategic insights to the Senior Management Team.
- Develop deep product knowledge to confidently support customers with informed guidance and recommendations.
- Monitor daily service performance, response times and customer sentiment, taking action to continuously improve and ensure KPIs are achieved.
- Capture customer feedback and insights directly from conversations, sharing learnings with marketing, product and operations teams.
- Define and develop our customer service processes, templates and tone of voice to support future scale.
- Champion the customer internally, ensuring their voice influences business decisions as the brand grows, encouraging a customer first culture where their satisfaction is a top priority company wide.
Core Objectives:
- Customer satisfaction (CSAT) and customer feedback quality.
- First response time and resolution time across all customer channels.
- Service consistency and quality as volumes scale.
- Successful growth, engagement and performance of the customer services team over time.
About you:
- Ability to deliver hands-on customer service.
- Experience in managing customer conversations across multiple channels in a fast-paced setting.
- A proven track record of building customer service processes and functions from an early or growth stage.
- Using real customer insight to improve products, communications and customer journeys.
- Experience in working with operational teams on resolution of product and logistical order queries.
- Team player.
- Someone who can bring change and develop new processes to fit the business.
The Benefits:
- Excellent Pay.
- 25 days holiday.
- Birthday day off.
- Employee Health & Wellbeing: Providing confidential support for mental, physical and emotional health, including dental, optical, physiotherapy and GP anytime.
- Permanent contract.
- Training given.
- Free Parking.
- Supportive and friendly environment.
We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected.
Customer Services Manager in Taunton employer: JDR Recruitment
Join our dynamic team in Taunton as a Customer Services Manager, where you will play a pivotal role in enhancing our brand's customer experience. We offer a supportive and friendly work environment, competitive pay, and excellent benefits including 25 days of holiday and comprehensive health support. With a focus on employee growth and development, you'll have the opportunity to shape our customer service processes while making a meaningful impact on our customers' satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager in Taunton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JDR Recruitment. 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 JDR Recruitment 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 Services Manager in Taunton
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 JDR Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at JDR Recruitment 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 JDR Recruitment!
How to prepare for a job interview at JDR Recruitment
✨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.
