At a Glance
- Tasks: Lead and develop a dynamic customer service team to enhance customer experience.
- Company: Join a growing organisation with a fun and supportive culture.
- Benefits: Competitive salary, monthly bonuses, birthday off, and free team lunches.
- Other info: Opportunities for personal and professional development in a fast-paced environment.
- Why this job: Make a real impact while driving improvements in customer service.
- Qualifications: Experience in managing customer service teams and strong leadership skills.
The predicted salary is between 40000 - 50000 £ per year.
An Excellent Opportunity to Lead a Growing Customer Operations Team
Our client is seeking an experienced and motivated Customer Service Manager to lead a well-established customer operations function and play a key role in driving service excellence across the business. Managing a team of eight employees across the UK and an outsourced operation, this is an exciting opportunity for a customer-focused leader to take ownership of a critical function within a growing organisation.
You'll be responsible for ensuring the smooth day-to-day running of the department, developing team performance and implementing improvements that enhance both customer experience and operational efficiency. Working closely with Sales, Purchasing and Warehouse teams, you will help ensure customers receive a consistently high level of service whilst supporting the efficient processing of orders, quotations and enquiries.
The Role
This is a hands-on management position with responsibility for leading, coaching and developing both in-house and outsourced teams. You'll provide clear direction, manage performance, monitor service levels and drive continuous improvement across customer service and order processing activities. The successful candidate will be comfortable operating in a fast-paced environment, balancing people management with operational oversight and process improvement. You will act as a key link between departments, helping to improve communication, resolve challenges and ensure a seamless customer journey.
Key Responsibilities
- Lead, coach and develop a team of eight customer service and order processing professionals.
- Ensure customer enquiries, quotations, orders and amendments are handled accurately and within agreed service levels.
- Drive high standards of customer service, customer satisfaction and team performance.
- Manage workloads and resources to ensure efficient day-to-day operations.
- Monitor and improve key performance indicators, including response times, service levels, order accuracy and customer satisfaction.
- Act as the escalation point for complex customer and operational issues.
- Work collaboratively with internal departments to improve communication, service delivery and efficiency.
- Identify and implement process improvements to reduce errors and enhance the customer experience.
- Conduct regular one-to-one meetings, performance reviews and coaching sessions.
- Support recruitment, onboarding, training and continuous improvement initiatives.
Requirements
- Previous experience managing customer service, customer support or operational teams.
- Strong leadership and people management skills.
- Experience managing remote or outsourced teams would be advantageous.
- Excellent communication, organisational and stakeholder management skills.
- The ability to manage multiple priorities within a fast-paced environment.
- Strong problem-solving and decision-making capabilities.
- A customer-focused approach with a proactive mindset.
- Experience implementing process improvements and driving team performance.
- Good working knowledge of CRM and order processing systems.
- A hands-on management style with the ability to lead by example.
What Success Looks Like
- A well-managed, organised and efficient operation.
- Improved communication and collaboration across departments.
- Faster response times and increased customer satisfaction.
- Reduced processing errors and operational issues.
- A motivated, engaged and accountable team.
- Consistent achievement of service level targets and departmental KPIs.
- Improved operational efficiency and workflow management.
Benefits
- Competitive salary of £40,000 – £50,000 per annum plus monthly bonus.
- Birthday off each year.
- Free weekly team lunches.
- A fun, friendly and supportive working environment.
- The opportunity to make a genuine impact within a growing business.
- Autonomy to drive improvements and influence the customer experience.
- Ongoing opportunities for personal and professional development.
If you are an experienced customer service leader looking for your next challenge, we would be delighted to hear from you. Apply today to find out more about this exciting opportunity.
Customer Service Manager employer: UBT
Join a dynamic and supportive team in Leeds as a Customer Service Manager, where you will lead a dedicated group of professionals in delivering exceptional customer experiences. With a competitive salary, monthly bonuses, and unique perks like birthday leave and free team lunches, this role offers not just a job but a chance to make a meaningful impact in a growing organisation. Embrace the opportunity for personal and professional development in a fun and collaborative work culture that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer service industry and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer service philosophy and think about how your experience aligns with their values. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to share specific examples of how you've led teams, improved processes, and enhanced customer satisfaction in previous roles. This is your chance to shine and demonstrate that you’re the right fit for the job!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. So go ahead, hit that apply button!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Service Manager role. Highlight your leadership experience and any achievements in improving customer service or team performance.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've led teams, improved processes, or enhanced customer satisfaction in previous positions.
Showcase Your Problem-Solving Skills:In your application, mention instances where you've tackled complex customer issues or operational challenges. We love candidates who can think on their feet and drive continuous improvement!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at UBT
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Manager role. Familiarise yourself with the key responsibilities and requirements listed in the job description. This will help you tailor your answers to show how your experience aligns perfectly with what they’re looking for.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need strong leadership abilities. Prepare examples of how you've successfully led teams in the past, particularly in fast-paced environments. Highlight any specific achievements that demonstrate your capability to drive team performance and improve customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and decision-making capabilities. Think of situations where you had to manage complex customer issues or implement process improvements. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask insightful questions about the company culture, team dynamics, and their expectations for the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you. Plus, it gives you a chance to engage with the interviewers on a deeper level.
