Customer Service Manager

Customer Service Manager

• Annual Salary: £35,000
• Location: North Oxfordshire
• Job Type: Full-time

Reed is recruiting for a Customer Service Manager to lead and develop the customer service team at a Waste Solutions Company located in North Oxfordshire. This role is pivotal in ensuring exceptional customer experience, process efficiency, and supporting sales growth while maintaining compliance with SHEQ standards.

Day-to-day of the role:

• Lead, train, and motivate the customer service team to ensure high performance and professional growth.
• Establish and monitor KPIs to track team performance, conversion rates, customer feedback, and operational efficiency.
• Optimise customer service processes for timely and accurate handling of customer enquiries and issues.
• Manage customer portals, upload compliance documents, and process skip job tickets with high accuracy.
• Proactively identify and implement strategies to enhance the customer experience and process efficiency.
• Maintain strong customer relationships, ensuring all queries, complaints, and feedback are handled professionally.
• Handle escalated customer complaints and implement preventive measures to reduce recurring issues.
• Coordinate effectively with Transport and Commercial teams to ensure efficient scheduling, deliveries, and collections.
• Ensure all operations adhere to regulatory and SHEQ standards.

Required Skills & Qualifications:

• Eligibility to work in the UK.
• Driving License and access to a car
• Proven 3-5 years of experience in customer service management, preferably in waste management, logistics, or a related industry.
• Strong leadership skills with a proven track record in team management and performance improvement.
• Experience in analysing customer service trends, optimising processes, and improving service quality.
• Strong commercial awareness with the ability to support sales initiatives and identify revenue-increasing opportunities.
• Proficiency in CRM software, MS Office, and other relevant tools.

Desirable:

• IOSH Training (or willingness to obtain).
• Interest in sustainability and environmental practices.

Benefits:

• Holiday entitlement.
• Company pension scheme.
• Company events.
• Training and development opportunities.
• Full PPE & uniform supplied.
• Cycle to work scheme.
• Free flu jabs.
• Free on-site parking.
• Sick pay.

To apply for the Customer Service Manager position, please submit your CV.