Job Title: Customer Care Manager
Department: Customer Care
Location: Normanton
Reports To: Sales Director
Contract Type: Full-Time, Permanent, Fully Office Based
Salary: £40,000 - £50,000
We are seeking an experienced Customer Care Manager to lead a busy and customer-focused team. You will be responsible for overseeing day-to-day operations within the Customer Care department, ensuring the delivery of exceptional service to both internal and external customers. This is a hands-on role requiring strong leadership, attention to detail, and the ability to foster a collaborative, solution-driven culture.
Key responsibilities:
- Lead, mentor, and develop the Customer Care team to ensure high performance and customer satisfaction
- Oversee the accurate and timely processing of customer orders, quotations, and enquiries
- Ensure the team maintains high standards of service across phone and email communications
- Implement and monitor KPIs to track team performance and customer service quality
- Act as the escalation point for complex customer issues, ensuring timely resolution
- Collaborate with sales, operations, and other departments to ensure smooth order fulfilment
- Identify and drive opportunities for upselling and cross-selling within the team
- Support the development of best practices and continuous improvement within the department
- Conduct regular team reviews and 1:1s to support individual development
- Ensure compliance with internal procedures and customer requirements
Requirements:
- Proven experience in a customer service or sales support leadership role
- Strong people management and coaching skills
- Excellent communication, problem-solving, and interpersonal abilities
- Ability to manage workloads, prioritise tasks, and work under pressure
- Self-motivated with a hands-on approach
- High level of organisation and attention to detail
- Confident using CRM systems and Microsoft Office (particularly Excel and Outlook)
- Background in the environmental, waste, or chemical industry
- Experience working in a fast-paced B2B environment
- A positive team spirit