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- Tasks: Lead and enhance customer service operations across multiple brands and channels.
- Company: Join a leading manufacturing business in the North East with a focus on innovation.
- Benefits: Full-time role with opportunities for professional growth and development.
- Why this job: Drive digital transformation and improve customer experiences in a fast-paced environment.
- Qualifications: Experience in leadership roles within multi-channel customer service environments.
- Other info: Collaborative culture with a focus on data-driven decision-making and team development.
The predicted salary is between 36000 - 60000 £ per year.
Overview Nigel Wright is delighted to be supporting a leading manufacturing business in the North East, seeking a talented Shared Services Manager to take ownership of the daily operational delivery and ongoing improvement of its omnichannel Customer Shared Service function. The role is office based from the site in Birtley. This is a high-impact role with a strong focus on digital transformation, systems optimisation, and brand integration and is ideal for someone who thrives in a fast-paced, evolving environment.The successful candidate will play a key role in leading the department and enabling exceptional customer experiences through the implementation of enhanced digital tools, process automation, and data-driven decision-making. A core part of the remit involves supporting the design and rollout of a unified Shared Services Model that brings together multiple brands into a cohesive customer service function, ensuring scalable operations and consistent service delivery.This role will suit someone who enjoys driving change, collaborating cross-functionally, and ensuring customer service operations evolve in line with business needs and shifting customer behaviours.Key Responsibilities Strategic oversight of customer service operations across multiple brands and channels.Leadership of two experienced team leads and their respective teams.Driving transformation through CRM (Microsoft) and ERP (Microsoft Dynamics) systems.Enhancing customer experience through data analysis, process automation, and AI integration.Collaboration with logistics, supply chain, technical, and commercial teams.Monitoring SLAs, call volumes, and customer feedback (including NPS and VOC).Ensuring compliance with internal standards and GDPR.Experience / Skills Substantial experience in a leadership role within a multi-channel customer service environment.Hands-on leader with strategic thinking and transformation experience and the ability to drive performance and manage change.Proven ability to lead digital initiatives within a customer service environment.Strong, hands-on people manager, who listens, supports and develops the team in line with business requirements.Commercially aware and data-driven.Ideally experienced in ERP/CRM implementation and customer service improvement projects.Experience working in matrixed, cross functional organisationsSeniority level Mid-Senior levelEmployment type Full-timeJob function Customer Service and ManagementIndustriesManufacturing
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Customer Shared Services Manager employer: Nigel Wright Recruitment
Contact Detail:
Nigel Wright Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Shared Services Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Customer Shared Services Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. Understand their approach to customer service and digital transformation. This will help you tailor your responses and show them you’re the perfect fit for their evolving environment.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you’ve driven change and improved customer experiences in previous roles. Highlight your experience with CRM and ERP systems, as this is key for the role.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you stand out, and applying directly can give you a better chance of landing that interview. Let’s get you that Customer Shared Services Manager position!
We think you need these skills to ace Customer Shared Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Shared Services Manager. Highlight your experience in leadership, digital transformation, and customer service operations. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how you can drive change in our customer service function. Be sure to mention any relevant projects or achievements that showcase your expertise.
Showcase Your Data Skills: Since this role involves data-driven decision-making, don’t forget to highlight your experience with data analysis and CRM/ERP systems. We love seeing how you've used data to enhance customer experiences in previous roles!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Nigel Wright Recruitment
✨Know Your Digital Tools
Familiarise yourself with CRM and ERP systems, especially Microsoft Dynamics. Be ready to discuss how you've used these tools in previous roles to enhance customer service and drive transformation.
✨Showcase Your Leadership Style
Prepare examples that highlight your hands-on leadership approach. Discuss how you’ve supported and developed teams in fast-paced environments, focusing on collaboration and performance management.
✨Emphasise Data-Driven Decisions
Be prepared to talk about how you've used data analysis to improve customer experiences. Share specific instances where your decisions were informed by metrics like NPS or VOC, and the impact they had.
✨Understand the Business Landscape
Research the company’s brands and their customer service strategies. Show that you understand the importance of a unified Shared Services Model and how it can enhance operational efficiency and customer satisfaction.
