A leading Optical manufacturer based in the Lancaster area are looking for a full time Customer Service Manager.
They supply high quality optical lab services into Opticians all across the UK, specialising in glazing, surfacing and tinting
Optical Customer Service Manager - Role
- Head office based, leading the Customer Service team
- Lead a team of 5 people
- Accountable for delivering a team mind-set of a customer centric approach, a desire to continually enhance the customer experience and to add value.
- Accountable for delivering a culture of high employee engagement, continuous learning and continuous improvement.
- Identify training needs within the team and ensure that all team members are suitably trained by using relevant coaching, mentoring and training techniques.
- Prepare, conduct and manage induction program for new starters - regularly reviewing performance and development and communicating decisions in a professional, timely and appropriate manner.
- Responsible for managing sickness absence, disciplinary, grievance and performance management of team members
- Accountable for the customer experience within customer care.
- Own the delivery of KPIs - track KPIs and ensure successful delivery.
- Proactively understand data (including KPIs) to form insights, taking ownership to drive action and continuously enhance the customer experience.
- Be a senior representative of customer care, working collaboratively across the business to drive improvements to the customer experience.
- Manage complaints; ensuring that all issues are resolved quickly and efficiently; minimising any impact to the customer experience and providing effective resolutions for both customers and the business.
Optical Customer Service Manager - Requirements
- Experienced Opticians Practice Manager or Dispensing Optician
- Strong leadership and management skills
- Ability to problem solve
- Excellent understanding of customer service
- Ability to track and understand KPI's
- Training experience
Optical Customer Service Manager - Benefits
- Base salary between £35,000 to £40,000
- Monday to Friday - 9am to 5pm
- 20 days holiday plus bank holidays
- Become part of the Employee Ownership team after 6 months
To avoid missing out on the opportunity please follow the 'Apply Now' link and we will be touch as soon as possible.