At a Glance
- Tasks: Lead and develop a dynamic customer service team while enhancing customer experience.
- Company: Established business in Daventry with a focus on continuous improvement.
- Benefits: Competitive salary, hybrid working, holiday buy/sell scheme, and private medical insurance.
- Other info: Opportunity for career growth and collaboration across various business functions.
- Why this job: Take on greater responsibility and make a real impact in customer service development.
- Qualifications: Experience in managing customer service teams and strong CRM skills required.
The predicted salary is between 50000 - 60000 £ per year.
Pimlico Banks Recruitment are working with an established business in Daventry looking for an experienced Customer Services Manager to lead and further develop its customer service function. You'll take responsibility for an established customer service and sales administration team, with a wider remit covering customer experience, CRM systems and continuous improvement.
The Role
- You'll be responsible for the team, customer service performance and the continued development of the function.
- Key responsibilities include:
- Leading, supporting and developing the customer service and sales administration team
- Maintaining and improving customer service standards and performance
- Continuing to develop customer service processes and ways of working
- Overseeing customer enquiries across phone, email and digital channels
- Managing escalations and more complex customer issues
- Using root cause analysis to reduce recurring complaints and service issues
- Monitoring KPIs, SLAs, response times and customer satisfaction
- Developing and improving CRM usage, workflows, data quality and reporting
- Working closely with Sales, Operations and Finance to ensure a joined-up customer experience
- Using customer feedback and service data to identify further improvements
- Reporting on customer service performance to senior management
- Helping develop consistent customer service standards across the wider group
About You
- We're looking for someone with strong experience leading a B2B customer service function. You'll need:
- Experience managing and developing a customer service team
- Strong CRM experience - Microsoft Dynamics, Salesforce or similar
- A track record of improving customer service processes and performance
- Experience working with KPIs, SLAs and customer satisfaction measures
- Confidence handling escalations and complex customer issues
- Strong communication and stakeholder management skills
- Good analytical and problem-solving skills
- The ability to work effectively across different business functions
You may currently be working as a Customer Service Manager, Customer Services Manager, Customer Experience Manager, Sales Support Manager or Head of Customer Services.
The Opportunity
- You'll take responsibility for an established customer service team, with the scope to continue developing processes, systems and service standards.
- Over time, the remit will expand to support the development of customer service across the wider group.
Hybrid working - initially 4 days office / 1 day home, moving to 3/2
Holiday buy and sell scheme
Pension
EV salary sacrifice car scheme
Private medical insurance
Life assurance
If you're an experienced Customer Service Manager looking for a role with greater responsibility and scope to develop, we'd be interested in hearing from you.
Customer Service Manager in Daventry employer: Pimlico Banks
As a Senior Epitaxy Equipment Engineer, you will join a forward-thinking company that prioritises innovation and employee development. With a competitive salary package, comprehensive benefits, and a supportive work culture, this role offers exceptional opportunities for professional growth in a dynamic environment. Located in the UK, the company also provides a generous relocation package, making it an attractive choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Daventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pimlico Banks. 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 Pimlico Banks 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 Service Manager in Daventry
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 Pimlico Banks:Your cover letter is your chance to shine! Tell us why you want to work at Pimlico Banks 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 Pimlico Banks!
How to prepare for a job interview at Pimlico Banks
✨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.
