Temporary Customer Service Manager

Title: Temporary Customer Service Manager - 2 month contact

Location: Colchester

Salary: £27.50 - £29.50 p/h

Days/ Hours of work: Monday - Friday, 09.00-17.00

Benefits

• 2 month opportunity offering valuable experience in a reputable organisation.
• Exciting and vibrant working environment, collaboration is at the heart of our team.
• You will have the chance to expand your skill set and enhance your administrative abilities.
• Join a supportive and inclusive team that values employee well-being and personal growth.
• Hybrid working option, allowing for a healthy work-life balance.

The company & Position

The Customer Service Manager plays a pivotal role in managing all key customer accounts and UK customers, overseeing their journey from pre-ordering to delivery. This dynamic position involves collaborating with managers and directors across distribution and sales teams to ensure customer needs are met at every step. Building strong relationships internally and externally is crucial, allowing us to proactively address potential issues before they arise. Additionally, this role leads a team of Team Leaders and Advisors, ensuring they deliver the exceptional service our customers expect.

Duties

• Build and maintain relationships with key account and UK customers, understanding their needs and informing the business of necessary changes.
• Enhance customer experience by collaborating with sales colleagues to reduce delays and improve service levels.
• Arrange regular virtual meetings with senior sales colleagues to address issues, resolve conflicts, and plan for future needs.
• Update processes and systems to reflect customer requirements.
• Manage peak periods by coordinating with customers, sales colleagues, and the shipping manager to ensure optimal service.
• Provide monthly data analysis of customer journeys, identifying concerns and implementing solutions.
• Handle escalations from customers and sales colleagues, ensuring timely resolutions and preventive measures.
• Lead a team of Team Leaders and Advisors, ensuring they are skilled to deliver exemplary service.
• Develop a high-performing Customer Service team through performance management, coaching, and talent development.
• Ensure system and process enhancements are effectively implemented and teams are motivated to adapt to changes.
• Promote a culture of continuous improvement in customer experience and operational efficiency.
• Attend sales meetings to understand growth areas and ensure customer service teams are trained and resourced accordingly.
• Set challenging departmental goals focused on service excellence, efficiency, and budget constraints.
• Establish key communication channels to ensure timely order fulfilment and effective issue resolution.
• Collaborate with the Project Manager on continuous improvement initiatives and broader projects within Customer Service and the business.

The ideal candidate

• Experience Managing a fast paced team.
• Strong leadership abilities.
• Knowledge of managing complex accounts.
• Exceptional written and verbal communication skills.
• Ability to analyse reports and statistics - interpreting data.
• Proficiency in Microsoft Excel is vital for this role.
• Familiarity with credit control practises is a plus.
• Strong organisational skills with the ability to prioritise tasks effectively.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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