At a Glance
- Tasks: Lead a team to deliver top-notch customer service and drive operational improvements.
- Company: Join TIP Group, a certified Great Place to Work® with a vibrant culture.
- Benefits: Enjoy competitive pay, career growth, and a supportive team environment.
- Other info: Fast-paced role with opportunities for professional development and innovation.
- Why this job: Make a real impact by enhancing customer satisfaction and driving business success.
- Qualifications: Experience in customer service management and a passion for teamwork.
The predicted salary is between 36000 - 60000 £ per year.
We’re TIP Group – a proud Great Place to Work® – and we’re looking for a skilled and motivated Customer Service Manager to join our team. If you’re passionate about delivering excellent service, enjoy a fast‑paced, hands‑on environment, and like being part of a team that keeps things moving, keep reading — this could be your best career move yet.
Responsibilities
- Profitable Growth
- The CSM needs to manage the planned margins/CV.
- Achieve the planned margins/CV.
- Manage margins to identify improvements and execute on Margin Improvement Plans, by facilitating quarterly basis Contract reviews.
- Develop action plans to fix if margins are missed.
- Identify vendor insource opportunities.
- Create and maintain service level agreements per customer for vendors.
- Identify internal and external process improvements.
- Achieve targets on Cost Per Maintained Unit On Rent according to operation plans (Long Term Lease).
- World Class Customer Service
- The CSM needs to manage the execution of the accounts.
- All rates are accurate and up to date in business applications, making sure the correct account is used.
- Define and execute action plans from customer visits.
- Create and maintain contracts, own actions to drive margins, improve service delivery & KPI’s.
- Execute & maintain the Statement of Work.
- Delinquency management & review with credit control as appropriate.
- Execution of Asset Management related tasks.
- Responsible for creating, analysing and delivering KPI dashboards during customer review meetings.
- The CSM needs to demonstrate understanding and drive improvements of customer satisfaction.
- Happy calls or monthly/quarterly visits for customers in portfolio.
- Identify and drive operations improvements.
- Complaint management - identify trends and improvements.
- Credit notes trend analysis and improvements – drive credit notes to.
Customer Service Manager (m/f/x) in Manchester employer: TIP Group
At TIP Group, we pride ourselves on being a Great Place to Work®, offering a dynamic and supportive environment for our Customer Service Managers. With a strong focus on employee growth and development, we provide ample opportunities for career advancement while fostering a culture of teamwork and excellence in customer service. Located in a fast-paced industry, our team enjoys the unique advantage of working with cutting-edge technology and processes that drive both personal and professional satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager (m/f/x) in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TIP Group. 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 TIP Group 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 (m/f/x) in Manchester
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 TIP Group:Your cover letter is your chance to shine! Tell us why you want to work at TIP Group 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 TIP Group!
How to prepare for a job interview at TIP Group
✨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.
