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Customer Services Manager

Location: LEEDS, WEST YORKSHIRE Salary: 40000 - 40000 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 4 months ago Reference: 3040159
We have an exciting position available at a manufacturing company based in South Leeds. They are experts in their field and are looking to recruit a Customer Service Manager. Are you a driven self-starter with exceptional communication and leadership skills?

You will be the Line Manager to a team of Customer Service Advisors, focusing on putting the customer first in everything you do. You will lead, drive and motivate your team within sales led business to provide excellence in Customer Service, and develop good customer relations.

You will be expected to coach and mentor your staff to ensure continual improvement in daily duties and processes, and encourage a ‘team-culture’. It is important to fully understand the products sold by the company and their policies in order to communicate this to colleagues and customers.

It will be your responsibility to ensure the dynamic and pro-active management of the customer services team, and communicate with customers regarding queries and complaints. You will organise the daily team workload, whilst assisting the sales team to achieve their sales targets. In addition to this, it will be your duty to review and improve the stream-lining of the service, from the running of standard operating procedures to the quality of communication between the different departments.

Within this role, you will need to maintain systems data for product information and the sales order processing systems. You will need to define, set and monitor KPI’s as required by the business and analyse statistical information to establish any trends in adverse customer behaviour or organisational weakness. Once trends are established you will make the changes necessary to improve service, alongside performing appraisals and mentoring your team towards Continuous Improvement. It will be your responsibility to improve employee “happiness” within the customer services team by ensuring staff are recruited, inducted, trained, developed and supported to provide an exceptional level of performance.


To apply for this role, you need to have A-level qualifications as a minimum, however a degree and additional service qualifications are desirable.

Essential requirements:

- In-depth experience of Customer Service Management, principles and practices.
- 3-5 years previous experience in a busy Customer Services environment
- Experience of customer satisfaction being provided to the highest level in other organisations
- Involvement in Customer Complaints management

Do you have?

- Excellent leadership and communication skills
- Proficient coaching, mentoring and motivational skills
- Exceptional planning and organisational skills
- Intermediate/advanced proficiency in MS Office applications

If this role sounds like something you would be interested in please click apply or if you require more information please contact the Leeds Business Support team on 0113 236 8956, leeds.businesssupport@reedglobal.com


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