Customer Service Team Manager

• Annual Salary: Up to £50,000 per annum, dependent on experience
• Location: Thatcham and Newport (Ability to travel across both sites required)
• Job Type: Full-time

We are seeking a Customer Services Team Manager to lead our client's team across the South West region, with sites based in Thatcham and Newport. Reporting directly to the Regional Sales Director, this role involves managing the Customer Services Team to create a cohesive unit that serves the needs of our customers and maximises revenue. If you have a proven ability to lead towards customer service excellence in a fast-paced environment and have the vision to grow and develop the success of the department, we would be delighted to hear from you.

• Apply Group Policies including Equal Opportunities, Environment, Quality, and Health & Safety.
• Manage the Customer Services Team across the South West region to create a cohesive and single team focused on serving customer needs and maximising revenue.
• Monitor and manage order intake to ensure fulfilment of specific requirements such as minimum order quantities, prices, delivery times, origination costs payback, and stock management.
• Coordinate actions with other departments, such as Logistics and Production, to fulfil customer expectations on service (OTIF) and provide ad hoc assistance.
• Delegate and oversee accounts assigned to the regional team by the Regional Sales Director with the aim of maximising their sales volume and profitability.
• Manage the team to handle customer requests correctly, including pricing policy, claims, samples, sketches, specifications, offers, and general information.
• Participate in the definition and follow-up of customer marketing plans and support the data collection for these plans.
• Maintain up-to-date information concerning customers in the company Management System (e.g., SAP, SSS).
• Attend regional meetings as necessary and contribute to customer review meetings supporting External Sales.
• Manage the problem-solving process when analysing customer claims related to service issues/non-conformities.
• Implement working instructions aimed at improving the efficiency of the customer service team.
• Work with the regional management team to drive and improve customer satisfaction.

• Proven ability to develop and motivate teams with a track record of developing and engaging others.
• Strong project management skills and ability to implement change.
• Essential experience in data collection and analysis.
• Team and customer-oriented; previous experience working with Customer Service administration is preferred.
• Ability to travel between sites in Thatcham and Newport as required.

• Competitive salary.
• Opportunities for professional growth in a dynamic and growing environment.
• Supportive team and management.

To apply for this Customer Services Team Manager position, please forward your CV and a covering letter detailing your relevant experience and why you are interested in this position to the Regional People Business Partner. Please note that specific contact details for applications have been omitted for privacy.