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Benefits:
- 33 days of holiday (including public holidays)
- Workplace pension scheme
- Annual leave purchase scheme
- Referral bonus
- Year of Service (YOS) recognition initiative
- Office-based with a collaborative, supportive team culture
- Opportunity to make a tangible impact in shaping sustainability and compliance functions
Role Overview:
We're seeking an experienced Customer Service Manager to lead a motivated team and ensure exceptional customer experiences. This role is hands-on, fast-paced, and critical to delivering operational excellence. You'll manage people, processes, and performance, driving improvements and ensuring the customer journey is seamless from start to finish.
Key Responsibilities:
- Lead and manage the customer service team, handling all aspects of team performance and development.
- Monitor and improve customer satisfaction metrics and KPIs.
- Handle escalated complaints promptly, ensuring a positive outcome.
- Drive process improvements to enhance efficiency and service quality.
- Oversee workforce planning, including rota management, annual leave, and performance reviews.
- Work closely with other departments to ensure smooth operations and consistent communication.
- Prepare and present regular reports on team performance and service levels.
- Implement and maintain effective communication strategies across all customer touchpoints.
- Support the development of training programs to upskill the team and maintain high standards.
- Ensure compliance with internal policies and procedures.
- Contribute to shaping the department's strategy and future direction.
What We're Looking For:
- Minimum 3 years' experience in a management role within customer service.
- Strong leadership and people management skills.
- Highly organised, adaptable, and solution oriented.
- Excellent communication skills (written and verbal).
- Confident using Microsoft Excel and other business systems.
