Customer Service Manager Needed
Location: Hexham, Northumberland
About Us: I am looking for a customer services manager, for my client who is a dynamic and customer-focused organisation that values excellence in service delivery.
Responsibilities:
- Build strong relationships with key customers to support revenue growth and profitability while managing any relationship challenges.
- Define strategic priorities for the team and determine where to focus resources for optimal delivery.
- Support the sales strategy and agenda to achieve sustainable growth, while introducing a trading-up mindset.
- Manage order processing through close collaboration with the supply chain, providing regular updates on status.
- Handle customer relationships from an internal perspective, communicating with the account management team to support existing and on board new customers.
- Manage customer complaints both internally and externally, capturing root cause analysis.
- Collaborate with the supply chain regarding the order book.
- Work with Finance to communicate credit status.
- Continue the process of automation and optimisation by eliminating unnecessary steps and non-value-add activities.
- Upskill and coach Customer Service team members, ensuring they embrace my clients values and adopt new ways of working:
- Design and implement new "team" ownership within Customer Service.
- Document the process, mapping the life cycle of orders and associated communications to our customers.
- Develop scripts for standard messaging on how best to communicate with our customers.
- Build a best-in-class Customer Service future state that aligns with the next 2-3 years of growth.
- Track individual and team performance and implement corrective coaching plans to ensure targets are met or exceeded.
- Recruit team members as needed.
- Implement and lead the new Customer Service framework.
- Drive Customer Service execution to optimise sales and spending for our customer's revenue.
- Manage daily, weekly, and monthly report work flows in Customer Service.
- Provide feedback on key obstacles to success.
Essential Skills:
- Experienced, high quality customer coach in Service and Sales environments
- Leader in Customer Service Transformation programs
- People person, excellent relationship builder with experience in people development and establish new customer service process
- Customer Service champion who sees the opportunity to succeed in others
Essential Experience:
- Educated to GCSE or equiv. to Maths & English grade C
- Further Educational qualification in relevant area or significant work-place experience at the required level
- Qualified or experienced in coaching
Desirable Experience:
- Degree qualification
- Business qualification
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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