Customer Service Manager

Infinity Employment are seeking a Customer Service Manager for a permanent position based in Portsmouth. Our client is the UK’s premier provider of thermal heating, valves and accessories and entered the market in 2012. They are a fast-growing business, and their customer service is at the forefront of everything they do which is why they are looking to expand the team. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer experiences, with that comes career progression.

We are looking for someone passionate about leading a team with a gift for delivering exceptional customer experiences. As the Customer Service Manager, you will play a key role in ensuring a high standard of service is consistently delivered to trade and retail customers. You will lead a small but dynamic team, helping to resolve queries efficiently, support order processing, and contribute to a smooth end-to end customer journey. Must be confident and self-assured to tackle challenges conversations.

• Salary -£28,000 - £30,000 per year (Depending on experience)

Hours- Mon - Friday 9am- 5pm

Responsibilities & Duties

• Supervise, motivate, and support a team of customer service agents
• Communicate effectively with customers to resolve issues, answer queries, and provide information about products or services.
• Ensure timely and professional resolution of customer enquires via phone and emails
• Manage complex queries with a proactive and solution-oriented approach.
• Setting up of the teams’ individual performance targets as agreed by the Line Manager.
• Ensure compliance with company policies and procedures while maintaining excellent service standards.
• Ensure satisfactory resolutions are achieved.
• Staff training and supervision of all new and existing Customer Service agents in order to deliver exceptional customer service.
• Managing and responding to customer service reviews within agreed timescales, escalating where necessary.
• Train, mentor, and develop team members to enhance their skills and improve service delivery.
• Analyse customer feedback and service metrics to identify areas for improvement and implement necessary changes.

Candidate Requirements & Experience:

• Proven background in customer service and supervisory experience within a customer service or sales environment.
• Strong leadership skills with the ability to motivate and manage effectively
• Must possess excellent communication skills, time management, planning and organisational skills
• Ability to work under pressure, manage conflicting priorities in order to meet daily, weekly and monthly targets within Company guidelines.
• Strong problem-solving skills with a focus on delivering solutions that enhance the customer experience.
• Demonstrate a calm, professional and objective approach when handling difficult situations.
• Ability to analyse data and derive actionable insights for improving customer service operations.
• Experience of motivating others to achieve the best outcome for both customer and your team.
• Proficient in using customer service software and tools; familiarity with CRM systems is an advantage.
• Good PC literacy, SAP experience preferred but not essential.
• A team player who are not afraid to muck in and roll their sleeves up to make sure all tasks are completed

Company Benefits:

• Pension plan.
• Good career progression opportunities available
• Free car parking.
• Cycle to work scheme
• Free tea, coffee and fruit
• Clean, modern, friendly working environment.
• 28 days holiday.