At a Glance
- Tasks: Lead and develop a high-performing Customer Service team while driving operational excellence.
- Company: Join Grant Westfield, one of Scotland's leading manufacturers, at an exciting growth stage.
- Benefits: Competitive salary, benefits package, and long-term career development opportunities.
- Other info: Autonomy to lead change and improve processes in a dynamic manufacturing setting.
- Why this job: Make a genuine impact in a collaborative culture where your contributions are valued.
- Qualifications: Experience in managing customer service teams in fast-paced environments and strong analytical skills.
The predicted salary is between 40000 - 50000 £ per year.
Rising Talent Recruitment is delighted to be working exclusively with Grant Westfield to recruit a Customer Service Manager for their Edinburgh site. This is a fantastic opportunity to join one of Scotland's leading manufacturers at an exciting stage of growth. We're looking for an experienced Customer Service leader who is passionate about developing people, driving operational excellence, and delivering an exceptional customer experience.
This isn't just about managing a team- it's an opportunity to shape the future of the Customer Service function. You'll play a key role in modernising processes, driving continuous improvement, and working collaboratively with Production, Planning, Logistics and Sales to ensure customers receive a seamless experience from order through to delivery. Reporting to the Head of Operations, you'll be responsible for leading the Customer Service team, ensuring operational excellence while supporting the wider business through effective planning, communication and customer engagement.
Key Responsibilities- Lead, coach and develop a high-performing Customer Service team.
- Drive a culture of exceptional customer service, accountability and continuous improvement.
- Oversee the customer journey from order processing through to delivery, ensuring service levels are consistently achieved.
- Work closely with Production, Planning, Logistics and Sales to ensure customer expectations are met and exceeded.
- Manage customer enquiries, complaints, returns and escalations, delivering timely and effective resolutions.
- Identify opportunities to improve processes, increase efficiency and enhance the customer experience.
- Monitor KPIs, SLAs and operational performance, using data to drive decision-making and improvements.
- Resource plan effectively to ensure the department can meet changing business demands.
- Produce regular management reports and provide meaningful operational insights to the senior leadership team.
- Lead improvement projects and support the implementation of new ways of working.
We're looking for an engaging and proactive leader who thrives in a fast-paced manufacturing environment. You’ll bring:
- Previous experience managing a Customer Service or Customer Operations team within manufacturing, engineering or another fast-paced operational environment.
- Strong knowledge of customer service, order fulfilment and operational processes.
- A proven track record of leading, coaching and developing successful teams.
- Experience managing operations through periods of growth, change or transformation.
- A continuous improvement mindset with the ability to challenge existing processes and implement positive change.
- Excellent communication skills with the ability to build relationships across all levels of the business.
- Strong analytical skills with experience using KPIs and performance data to improve service delivery.
- Experience of ERP systems and operational reporting would be advantageous.
- Competitive salary and benefits package.
- The opportunity to make a genuine impact within a growing, market-leading manufacturing business.
- A collaborative and supportive culture where people are genuinely valued.
- Autonomy to lead change, improve processes and develop your team.
- Long-term career development opportunities within a successful and ambitious organisation.
Customer Operations Manager employer: Rising Talent Recruitment Ltd
Grant Westfield is an exceptional employer, offering a dynamic work environment in Edinburgh where you can truly make a difference. With a strong focus on employee development and a collaborative culture, you'll have the autonomy to lead change and drive operational excellence while being part of a market-leading manufacturing team. The company values its people, providing long-term career growth opportunities and a competitive benefits package that reflects their commitment to fostering a supportive workplace.
Contact Details:
Rising Talent Recruitment Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rising Talent Recruitment Ltd. 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 Rising Talent Recruitment Ltd 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 Operations Manager
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 Rising Talent Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Rising Talent Recruitment Ltd 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 Rising Talent Recruitment Ltd!
How to prepare for a job interview at Rising Talent Recruitment Ltd
✨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.
