Customer Service Delivery Manager

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WE ARE 200 years of history and over 2,300 employees strong. WE ARE a business loaded with opportunity and career progression. WE ARE innovators, designers, makers and engineers who manufacture and provide smart, efficient, and effective building products and solutions.

Through our customer relationships, diverse building product range and solutions, we enable the creation of inspirational homes, places and spaces for us all to live and work better. With eight core product categories, underpinned by expert design and technical services, we work with architects, builders, merchants and the wider construction supply chain to build the face of Britain.

We are currently recruiting for a Customer Service Delivery Manager to come and join our team at our Lodge Lane Factory in Cannock, WS11 0LT .

Specific Responsibilities Include

• Leading, engaging and developing a multi-skilled customer service team.
• Identify and implement processes and procedures to improve service and efficiency.
• Managing the relationship with the external sales teams.
• Be responsible for key account reviews with stakeholders
• Recruit, mentor and develop staff. Nurture an environment where they can excel through encouragement and empowerment.
• Provide training to facilitate continuous improvement.
• Ensure compliance to Standard Operating Procedures and Company Policies.
• Manage staff performance and conduct, including absence and other personnel matters.
• Organise office operations and resource.
• Point of escalation for customer complaints.

Qualifications & Experience

• Excellent leadership and coaching skills.
• Ability to analyse and interpret data to identify key trends and opportunities to increase profitability, using Excel and Cognos.
• Proven ability to make decisions at a senior level
• Robust and tenacious negotiation skills.
• Working knowledge of HR policies and procedures.
• Devising and delivering training.
• PC Literate and numerate, proficient in Microsoft applications, including Office and Excel.
• Ability to communicate with key stakeholders at any level within the business.

Our commitment to diversity and inclusion?

Excited about the role, but your past experience or qualifications don\’t perfectly match everything in the job description? We would encourage you to still apply. Studies have shown that some people, particularly from minority groups are less likely to apply to jobs unless they meet every single qualification. Here at Ibstock Plc we are dedicated to building belonging, empowering our colleagues to be their true self by offering a diverse, inclusive and authentic workplace. You may just be the right candidate for this role, or other future roles across the Ibstock Group.

Ibstock Plc are committed and passionate about building a diverse environment. We are proud to be an Equal Opportunity employer. You will receive consideration for employment without regard to gender, gender identity or expression, sexual orientation, race, religion, national origin, disability or age.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Administrative and Support Services

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