At a Glance
- Tasks: Lead and develop a dynamic customer solutions team, ensuring top-notch service and performance.
- Company: A growing service-based business with operations across the UK and Ireland.
- Benefits: Competitive salary, career progression, and the chance to shape a key business area.
- Other info: Opportunity to join the Senior Leadership Team as you demonstrate your capabilities.
- Why this job: Make a real impact by leading a team and driving customer satisfaction.
- Qualifications: Proven leadership experience in customer service or operations, with strong communication skills.
The predicted salary is between 37800 - 46200 £ per year.
Our client is a well-established and growing service-based business with operations across the UK and Ireland. As part of its continued development, the organisation is seeking an experienced customer service or operations leader to take ownership of its Customer Solutions function, leading a key area of the business and helping to shape its next phase of growth.
Reporting to the Operations Director, the Customer Services Manager will lead a team of c.14 people, combining technical support and customer service into a single Customer Solutions function, and will take full ownership of its performance, governance and strategic direction.
The successful candidate will:
- Lead, coach and develop the Customer Solutions team, handling 1:1s, performance management and day-to-day people issues.
- Own the overall performance and control of the department, monitoring KPIs such as site uptime, incident response times, first contact resolution and complaint trends.
- Act as the senior escalation point for complex or sensitive complaints, ensuring fair, timely and well-documented resolutions.
- Maintain oversight of daily and weekly workflow, protecting SLAs and priorities during high-demand periods.
- Represent Customer Solutions in management meetings, reporting on staffing, training needs, risks and opportunities to the Operations Director.
- Act as senior point of contact for key installers and major customers, chairing account reviews and performance discussions.
- Champion a 'Solutions First' culture, ensuring issues are investigated, communicated and resolved without a blame culture.
- Participate in the senior manager on-call rota (approximately one week at a time, infrequently).
We are seeking an experienced team leader with a strong track record of managing customer service, support or operations teams (ideally 10 people) in a high-volume, high-detail environment. Candidates should be able to demonstrate:
- Proven experience leading and developing a team, including coaching, performance management and handling HR-linked issues such as absence and conduct.
- Experience handling escalations and serious customer issues, with a fair and evidence-based approach to resolution.
- Strong organisational and prioritisation skills, with the ability to manage multiple workstreams and maintain control under pressure.
- Excellent communication and stakeholder management skills, with the confidence to engage at senior/Director level.
- High accuracy and attention to detail in a high-risk operational environment.
- Confidence using CRM systems and Microsoft Office to produce clear reports and updates.
The successful candidate will be calm, resilient and level-headed - a mature, credible leader capable of influencing upwards and downwards, with a clear pathway to join the Senior Leadership Team once they've demonstrated capability in the role.
If you have the experience and drive to lead a fast-moving, business-critical customer solutions function, please send a tailored CV using the appropriate method or call Lucas Executive Search for a confidential discussion about the opportunity. All applications will be treated in the strictest confidence.
Customer Services Manager in Cookstown employer: Lucas Executive Search
As a leading engineering business with over 50 years of experience, our client offers a dynamic work environment in Newry, where innovation and technical excellence are at the forefront. Employees benefit from a collaborative culture that encourages professional growth, with opportunities to lead projects and mentor teams while working with cutting-edge technology. The company values its staff, providing a supportive atmosphere that fosters creativity and ensures compliance with industry standards, making it an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager in Cookstown
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lucas Executive Search. 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 Lucas Executive Search 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 Cookstown
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 Lucas Executive Search:Your cover letter is your chance to shine! Tell us why you want to work at Lucas Executive Search 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 Lucas Executive Search!
How to prepare for a job interview at Lucas Executive Search
✨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.
