At a Glance
- Tasks: Lead a team to deliver exceptional customer service and improve the customer journey.
- Company: Join a dynamic manufacturing and logistics company focused on customer satisfaction.
- Benefits: Enjoy 25 days annual leave, a generous pension scheme, and an annual bonus.
- Other info: Office-based role with opportunities for professional growth and development.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in customer service management or leadership roles is essential.
The predicted salary is between 34650 - 42350 £ per year.
Are you someone who is passionate about good customer service, ensuring the customer's journey experience is the best possible?
Also enjoying and taking pride in leading a team with that ethos, setting achievable KPIs that benefit all, taking feedback, continuous improvement and building good internal relationships to make sure everything works well and you are able to deliver a high standard.
If this is you and you have experience in a similar role where you can demonstrate your knowledge and this has been gained in a manufacturing, engineering or logistics business then this could be perfect.
You will either be a Customer Service Manager, a Customer Service Supervisor, a Sales Manager with strong customer focus, an Operational Manager or Supply Chain Manager, as long as you can demontrate experience for good customer experience delivery and staff management/leadership.
The role is office based, to ensure you have full oversight and can deliver and support a small team of 5.
For one offs you can work from home, but there is no hybrid policy so please make sure you are comfortable with this.
Responsibilities
- Manage interface between customers and all departments that are part of the customer journey
- Lead, coach and mentor a team of 5 Customer Service Advisors, supporting and taking over any escalations. Help the team have a high performance customer centric culture
- Ensure resources and workloads are managed so KPIs/SLAs and good service is achievable
- Set clear objectives and monitor against
- Ensure the customer journey is accurate and within agreed SLA
- Build strong relationships with stakeholders and customers
- Monitor KPIs and improve where and when it is beneficial to delivering good customer service
- Ensure accurate reporting for governance
- Identify and implement improvements in the process
- Drive a high level of customer service through service delivery
What you will need
- Proven experience as a Customer Service Manager/Leader or Supervisor or Supply Chain or Sales.
- Ability to demonstrate where you have implemented improvements
- Experience within a retail, manufacturing or engineering environment with order management or logistics processes
- To be happy in an office based role and live within a commutable distance
- Staff management or leadership, without they will not consider you.
Benefits include
- Onsite parking
- 25 days annual leave plus bank holidays including Christmas shutdown
- BUPA
- Generous company pension scheme
- Annual Bonus scheme on company and personal performance
- Health cash back plan
- EV Car scheme
- Share save scheme
- EAP
Customer Service Manager in Hitchin employer: The One Group Careers
Join a stable and long-established organisation in Cambridge that values flexibility and autonomy, making it an excellent employer for those seeking a part-time role in accounting. With a supportive work culture and opportunities for personal growth, you'll thrive in a quiet office environment where your contributions to diverse financial interests are recognised and valued. Enjoy the balance of professional development and personal commitments while working alongside a small, dedicated finance team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Hitchin
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The One Group Careers. 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 The One Group Careers 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 Hitchin
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 The One Group Careers:Your cover letter is your chance to shine! Tell us why you want to work at The One Group Careers 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 The One Group Careers!
How to prepare for a job interview at The One Group Careers
✨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.
