At a Glance
- Tasks: Lead and develop a customer service team to enhance customer experiences.
- Company: Join a well-established and growing business in Stoke-on-Trent.
- Benefits: Enjoy 25 days holiday, pension, free parking, and professional development.
- Other info: Supportive environment with opportunities for growth and development.
- Why this job: Make a real impact by shaping service standards and driving improvement.
- Qualifications: Experience in managing customer service teams and strong leadership skills.
The predicted salary is between 33000 - 36000 £ per year.
Location: Stoke-on-Trent
Salary: £33,000 - £36,000 per annum (DOE)
Hours: 37.5 hours per week
Job Type: Full-time, Permanent
Work Lyf Group are recruiting on behalf of a well-established and growing business in Stoke-on-Trent for an experienced Customer Service Manager. This is an excellent opportunity for a customer-focused leader who enjoys developing teams, improving processes, and delivering outstanding customer experiences. The successful candidate will take ownership of the customer service function, leading a team whilst driving service standards, operational performance, and continuous improvement across the business.
Key Responsibilities
- Lead, coach, and develop a team of Customer Service Administrators and Account Managers.
- Set, monitor, and improve customer service KPIs and SLAs.
- Manage escalated customer enquiries, complaints, and service issues.
- Oversee order processing, delivery communications, returns, and backorder management.
- Analyse service performance data and customer feedback to identify improvement opportunities.
- Work closely with sales, marketing, warehouse, and operations teams to ensure a seamless customer experience.
- Support resource planning, training, and team development initiatives.
- Produce management reports and maintain accurate CRM and operational records.
About You
- Previous experience managing a customer service team.
- Strong leadership, coaching, and people management skills.
- Excellent communication and problem-solving abilities.
- Experience working within e-commerce, wholesale, logistics, warehousing, fulfilment, or a similar operational environment.
- Commercial awareness and the ability to interpret KPIs and performance data.
- Confidence using CRM systems, Microsoft Office, and reporting tools.
- A proactive, customer-focused approach with a passion for continuous improvement.
Benefits
- 25 days holiday plus bank holidays.
- Workplace pension.
- Free on-site parking.
- Complimentary tea and coffee.
- Opportunity to shape service standards and influence business performance.
- Supportive working environment with opportunities for professional development.
If you are an experienced Customer Service Manager looking for your next challenge and want to join a business where you can make a real impact, we'd love to hear from you. Apply today with your up-to-date CV or contact Work Lyf Group for a confidential discussion.
Customer Service Manager employer: Work Lyf Group Ltd
Join our dedicated team as a Hospital Porter in Staffordshire, where you will play a vital role in enhancing patient care within a supportive and professional healthcare environment. We offer full-time ongoing work with varied shift patterns, ensuring no two days are the same, while providing opportunities for personal growth and making a meaningful impact on patients' experiences. Our collaborative work culture values compassion and reliability, making it an excellent place for those looking to contribute positively to their community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Work Lyf Group 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 Work Lyf Group 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 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 Work Lyf Group Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Work Lyf Group 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 Work Lyf Group Ltd!
How to prepare for a job interview at Work Lyf Group 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.
