Customer Service Manager
Location: Darlington
Type: Permanent
Salary: Negotiable
Hours: 37.5 hours, Monday to Friday
Imperial Recruitment Group are delighted to announce that we are working exclusively with one of our key clients an engineering/manufacturing business that is one of the market leaders in what they do!
Purpose of the role:
To lead the customer service team, setting clear service level agreements (SLAs) and internal quality and productivity measures. To drive the focus of the teams and deliver a high-quality customer experience, improve customer value, increase retention and develop a platform for new business growth.
Key Responsibilities and Accountabilities:
Leadership of the customer service team
Engage and work collaboratively with key customers to ensure we are delivering the required level of service and support across all functions and via all customer touchpoints
Accountable for the delivery of key customer SLA measures and internal effectiveness measures
To establish the service delivery team as the voice and conscience of the customer inside the business
Leading the resolution and root cause analysis of customer complaints
Play a key leadership role in promoting the 'voice of the customer' in internal decision making on systems, processes and people development
Lead the customer processes to improve or resolve customer delivery working with other internal support teams outside of the service delivery department
Provide service support for the field-based sales and service teams to promptly resolve key issues affecting customer satisfaction
Build a first-hand understanding of our current customer experience, as seen through the eyes of the customer, across all touch points
In collaboration with peers, own team and other relevant departments, lead the efficient introduction of enhancements to our service experience, whilst minimising the disruption to the existing business
Lead, manage, coach, develop and inspire the team of direct reports
To design and oversee the integration of people, processes and technology to ensure the delivery of a world class customer experience
Key Skills, Knowledge & Experience:
Experience of working in an environment with an emphasis on creating value for customers
Knowledge of SAP is a distinct advantage
Experience within FMCG logistics, supply chain or commercial functions
Able to demonstrate a significant personal contribution to increasing customer value-added and customer loyalty
Experience with transformation of the client experience to one built around value creation
Experience of leading a customer service type of function
Background in customer facing roles e.g. account management, customer support, product management or sales
Track record of delivering tangible change at pace in customer facing and back office operations
Customer feedback gathering and measurement, leading to action planning and change
Change implementation and benefits
For more information on this opportunity please feel free to contact Anthony Antoniou at Imperial Recruitment Group
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