Customer Services Manager

Exciting Opportunity for a Customer Services Manager!

Are you ready to take the reins and lead a dynamic team to new heights? We have a fantastic opportunity for a Customer Manager reporting to the Head of Customer Experience. Join my client as they prioritise customer satisfaction and team success in a positive and vibrant workplace!

Key Responsibilities:

Team Leadership: Manage, support, and mentor the Customer Excellence team, ensuring they meet internal and customer deadlines. Foster a positive and professional work environment to keep motivation and morale high.

Process Ownership: Take charge of processes within the CE team, ensuring relevance, accuracy, and compliance. Recommend changes, manage compliance, and consistently uphold SOPs.

Continuous Improvement: Regularly review and enhance processes and SOPs, keeping them current and aligned with best practices. Introduce a contract review procedure to elevate the customer experience.

Project Collaboration: Work with senior customer excellence team members on various projects, including system development, process optimisation, customer management, staffing levels, contract review, marketing, and enhancing the customer journey.

Key Deliverables:

• Support key accounts in collaboration with the Key Customer Account Manager.
• Be the escalation point for customer or production issues, ensuring effective resolution.
• Conduct team appraisals, 1-2-1s, and general catch-ups in line with company policy.
• Contribute to weekly team meetings, preparing a relevant agenda for each session.
• Analyse, maintain, and communicate weekly reports in required formats.
• Facilitate timely training for the team as needed.
• Uphold Pike Values and foster a positive work culture.

Requirements - Skills, Attributes & Experience:

• Strong communication skills with the ability to collaborate effectively.
• Proficient in Microsoft Office.
• Thrives in a fast-paced environment and excels under pressure.
• Skilled in problem-solving, team building, planning, and decision-making.
• Exceptional people management skills with experience in personnel matters.
• Outstanding organisational, motivational, leadership, and follow-up skills.
• Detail-oriented with a focus on precision in tasks.
• Confident decision-maker who can work autonomously.
• Excellent prioritisation abilities with the confidence to seek help when needed.
• Strong written, verbal, and presentation skills.
• Flexible, positive, can-do attitude with a solution-focused mindset.

Join us on this exciting journey of growth and success! Apply now to be a part of our winning team. Your next career adventure awaits!

Customer Services Manager

IND2