Customer Services Manager

This multi-award-winning speciality food and drink wholesaler is seeking a dynamic Customer Service Manager to lead their talented team.

The Role
As Customer Service Manager, you'll lead a talented team while identifying ways to enhance service to a broad customer base and converting sales through initiatives provided by the sales and marketing teams. You'll work closely with internal departments and logistics partners to continuously improve the customer experience.

Key Responsibilities:

• Act as a customer champion, delivering best practice for excellent customer experience
• Ensure the team delivers against service targets, including upselling promotions and products
• Collaborate with the sales team on projects to win back lapsed customers and convert new leads
• Build rapport between Customer Service and field sales teams
• Motivate and coach the team through regular one-to-one meetings
• Provide weekly/monthly performance reporting to the Leadership team
• Monitor customer satisfaction and act on trends to improve experience
• Review work quality through call recordings and address training needs
• Partner with Operations to resolve customer queries and complaint.

Required Experience:

• 5+ years in customer service, preferably in a sales-led business
• 3+ years line management experience
• Proven ability to coach and develop teams
• Experience managing a large volume of accounts
• CRM experience desirable but not essential

What's On Offer

• Competitive salary
• Generous benefits package
• Opportunity to work with an ethical, purpose-driven business
• Be part of a diverse, experienced team with extensive market knowledge

If you're passionate about premium food and drink and ready to lead a customer service team to excellence, we'd love to hear from you!