Customer Service Manager

Customer Service Manager
Outskirts Exeter
Up to £40k + annual performance bonus
Hybrid – 3/4 days onsite

This is a newly created opportunity for a growing manufacturing/e-commerce business making waves in their industry. The role has come from growth and the need to find someone ambitious, curious and passionate about people, both from a leadership and customer experience perspective. We are looking for an experienced Customer Service Manager, looking to add real impact to the team, bring fresh ideas to the table and enable continued growth and hone the customer journey.

The role:-

Motivate and develop a team of Customer Service Agents, ensuring they have the tools, knowledge and attitude to perform.
Provide exceptional team leadership, identifying each individual's need, and becoming a trusted, supportive mentor and driver.
Manage and implement KPIs, identifying any areas for improvement or change.
Conduct regular 121s, supporting the team and giving them direction, training and guidance as needed.
Research the current processes in place, analyse the data currently gathered and identify areas for improvement, bringing fresh ideas to the table to enhance/streamline the customer experience.
Working alongside other areas of the business, feeding back key information gathered by the customer services team, able to capitalise on knowledge gained to hone marketing strategies, manufacturing processes and more.
Monitor reviews on Trustpilot and from CSAT scores, ensuring each negative review or poor feedback is actioned identifying areas of improvement within the team.
Manage the relationship with the 3rd party distributor, being ahead of the game when it comes to delays, shortages etc to advise customers in a timely manner.

What we’re looking for:-

Strong experience in a Customer Service Manager role.
Proven experience leading a team and developing people.
Experience in D2C e-commerce, ideally manufacturing but that’s not essential.
Previous experience with subscription management is desired but not essential.
Someone data orientated, able to make decisions based on fact.
An ideas person, someone driven to improve systems and process for the good of the team, company and customer.
An empathetic but driven leader with a customer-centric approach and a genuine passion for their teams development.

Interested to know more? Apply now or contact Robyn for a confidential chat.