At a Glance
- Tasks: Lead and develop a high-performing Customer Services team to deliver exceptional experiences.
- Company: Dynamic company focused on operational excellence and customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Join a culture of accountability and continuous improvement with growth potential.
- Why this job: Make a real impact by shaping customer service strategies and driving team success.
- Qualifications: Management experience in customer service and strong leadership skills.
The predicted salary is between 50000 - 51000 £ per year.
Are you an experienced Customer Service leader who thrives on developing high-performing teams, driving operational excellence, and delivering exceptional customer experiences? We're looking for a Customer Service Manager to lead and develop a busy Customer Services function, ensuring outstanding service delivery while shaping and implementing customer service strategies that support wider business objectives. This is an excellent opportunity for a commercially minded leader who enjoys improving processes, developing people, and using data-driven insights to enhance customer satisfaction and operational performance.
The Role
Reporting to the Head of Operations, you will be responsible for the overall performance, development, and strategic direction of the Customer Services team. Key responsibilities include:
- Leading and developing the Customer Services department
- Creating and implementing customer service strategies aligned to business goals
- Coaching and developing team leaders to drive high performance
- Managing customer service operations including complaints, returns, quality frameworks, and reporting
- Taking ownership of escalated customer issues and ensuring effective resolutions
- Resource planning to ensure the team has the capacity and capability to meet demand
- Driving a culture of accountability, customer focus, and continuous improvement
- Monitoring and improving service levels, KPIs, SLAs, and quality standards
- Leading customer service improvement projects and change initiatives
- Using customer insights and performance data to identify trends and opportunities
- Providing senior leadership with meaningful analysis and recommendations
About You
We're looking for a confident and engaging leader with a passion for customer service and operational excellence.
Essential Experience
- Management experience within a customer service environment
- Proven ability to lead, motivate, and develop teams
- Experience managing through periods of growth, transformation, or change
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
Operations/Customer Service Manager employer: Rising Talent Recruitment Ltd
Join a dynamic and innovative company that prioritises employee development and operational excellence. As an Operations/Customer Service Manager, you will thrive in a supportive work culture that values collaboration and continuous improvement, with ample opportunities for professional growth. Located in a vibrant area, our company offers a unique blend of competitive benefits and a commitment to delivering exceptional customer experiences, making it an ideal place for passionate leaders to make a meaningful impact.
Contact Details:
Rising Talent Recruitment Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Operations/Customer Service 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 Operations/Customer Service 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.
