Customer Services Manager in Fareham

Responsibilities:

• Ensure safe working practices and conditions exist within the customer service environment.
• Prioritise resources to ensure that business goals are met.
• Manage team development through clear training plans and objectives.
• Performance manage team.
• Active participation and promotion of daily Tiered Accountability for escalation and support.
• Monitor and report key performance metrics to team and site leadership.
• Enable and leverage continuous improvement initiatives with support functions to drive performance gains.
• Ensure trained resource is available to meet workload and regularly assess workforce competencies.
• Provide day-to-day management of the team, including attendance and performance oversight.
• Prepare team budgets and manage costs in line with these.

Other Duties:

• Support and drive company initiatives to reinforce our Company Values.
• Perform other tasks as required.

Essential Qualifications:

• Lean Six Sigma Yellow Belt.
• Level 3 Diploma in Customer Service (City & Guilds/RQF).
• Degree or equivalent in Business, Management, Engineering or a related discipline.

Desirable Qualifications:

• Lean Six Sigma Green Belt or higher.
• Level 5 Diploma in Management and Leadership: Customer Service Management.

Experience Required:

• 3-5 years’ relevant experience in aerospace manufacturing or equivalent regulated industry.

Skills & Knowledge Required:

• Relevant experience leading high performing work teams in a regulated environment.
• Ability to motivate teams and lead change at all levels of the organisation, influencing 360.
• Performance management, learning and development.
• Experience using ERP systems (e.g. SYSPRO) and engineering data (cycle times, yields, etc.).
• Commercial awareness and understanding of contracts.
• Highly competent in data management and its application to drive business decision making.
• MS Office – 365, Outlook, Excel, PowerPoint, Visio.
• Understanding and working knowledge of AS9100 requirements or alternatively IATF 16949 or ISO9001.
• Lean – experience and direct delivery of business operation transformation activities.

Desirable Skills & Knowledge:

• Proficiency in CRM systems.
• Experience leading and deploying CRM within a manufacturing environment.
• Execution and application of tiered accountability for daily management operating system.

Personal Skills Required:

The Customer Service Manager is a result driven individual with flexibility in all aspects of their work. A good communicator with all levels of personnel, they are confident leading others in a positive manner to deliver high levels of business performance and customer engagement. Competent at delegation and making key decisions to achieve results, they have excellent organisational awareness and always ensure compliance to regulations and procedures, maintaining the highest standards of safety and operating practice. Capable to manage their workload independently they demonstrate willingness to adapt and embrace changing business needs, bringing their team and peers along with them. Comfortable as a coach and leader, they are capable in managing conflict and prepared to challenge others to optimise business performance. It is vital that they are both a team leader and team player.

All employees are expected to strive to meet the company values of Our People, Customer Focus, Integrity, Innovation and Quality.

Other Competencies:

• Growth mindset.
• Engaging and dynamic facilitation, presentation and problem-solving skills.
• Tenacious and thorough approach to task execution and delivery.
• Leadership direction and emphasis upon application of metrics/KPI to drive decision making.
• Coaching, training and leading focused improvement biased teams.
• Good understanding and application of change management.
• Performance development and management.

Behavioural Indicators:

• Regularly makes positive contributions that promote and improve working practices and behaviour in others.
• Completes tasks to a high standard according to guidelines, policies, procedures.
• Has a dynamic approach to work, working flexibly, willingly and in co-operation with others.
• Adopts active and positive role in team meetings and shares knowledge and information with team members.
• Distinguishes between facts and assumptions and asks questions to clarify understanding.
• Works well under time pressure, remains positive, credible and professional – acts as a role model.
• Maintains confidentiality, is trustworthy and readily assumes accountability for own actions.
• Understands own role and responsibilities as well as the roles and responsibilities of others.
• Works effectively with minimal supervision – reviews and evaluates own goals.
• Takes the initiative to solve day-to-day problems in own area of work.
• Actively listens to new ideas and demonstrates willingness to try out new ideas.
• Knows where to go and what questions to ask to access the right information.
• Accepts change and is positive in adopting and promoting improved working methods.
• Demonstrates awareness of different ways of work; offers workable solutions and embraces suggestions.
• Recognises when to ask for advice and when to inform others.
• Demonstrates readiness to learn more and develop own performance.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other Industrial Machinery Manufacturing