Customer Services Manager

CUSTOMER SERVICES MANAGER

BRIGHOUSE

NIGHTS

We are looking for a motivated customer services manager to join a market leading manufacturing company in the UK. this is a very hands on role whilst you will be managing the customer services department to provide top tier service to the clients customers.

Role Description

Customer Advocacy:

• Provide timely and compliant responses to customer complaints across all channels including but not limited to letter, email and social media.
• Ensure a customer-centric approach is embedded in all processes and interactions.
• Oversee and resolve complex complaints, adhering to business principles

Team Leadership & Development:

• Lead, coach, and motivate the Customer Service and Quality teams, fostering a culture of continuous improvement.
• Manage team performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Implement effective people management practices, including performance reviews and development plans.

Operational Excellence:

• Drive change and continuous improvement within the department, focusing on efficiency and customer satisfaction.
• Monitor and analyse errors, implementing proactive process improvements and controls.
• Manage risk and ensure compliance with relevant regulations and internal policies.
• Provide technical expertise for project implementation and reviews.

Skills and Qualifications

• Proven experience in a manufacturing aftersales customer service environment.
• Strong leadership and people management skills, with a track record of developing high-performing teams.
• Demonstrated ability to manage deadlines and service levels in a fast-paced, high-pressure environment.
• 3+ years CS management experience

In return for your commitment my client offers a stable and secure career for a technically motivated production manager. If you feel this is of interest, please call Jordan Hindhaughfor a confidential discussion on , alternatively you can email for further details.