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Customer Services Manager

Talent Guardian
Posted a day ago, valid for a month
Location

Reading, Berkshire RG31 7EN

Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • The role of Customer Service Manager at an award-winning speciality food and drink wholesaler requires a candidate with over 5 years of customer service experience and at least 3 years in line management.
  • The successful applicant will lead a talented team to enhance customer service and drive sales initiatives, collaborating with various internal departments.
  • Key responsibilities include delivering excellent customer experiences, coaching the team, and monitoring customer satisfaction trends to improve service quality.
  • Candidates should have a passion for food and drink, strong relationship-building skills, and proficiency in Microsoft Teams and CRM systems is desirable.
  • The position offers a competitive salary and a generous benefits package within an ethical, purpose-driven business environment.
  • Customer Services
  • Telesales
  • Team Management
Customer Service Manager Award-Winning Speciality Food & Drink Wholesaler About Our Client This multi-award-winning speciality food and drink wholesaler is seeking a dynamic Customer Service Manager to lead their talented team.With 10 prestigious industry awards in recent years—including being named the Elite Business No.1 SME in the UK and winning a coveted Grocer Gold Award—this is a chance to join a thriving business at the forefront of the speciality food sector.As a certified B-Corporation with exceptional environmental and social standards, our client uses business as a force for good. They've been carbon neutral since 2019 !! The RoleAs 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
  • Lead by example and positively influence team culture
  • 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
  • Manage department scheduling to maintain service levels
  • Partner with Operations to resolve customer queries and complaints
The ideal candidate will have a passion for food and drink, preferably with knowledge of the speciality sector (though candidates from other industries will be considered). You understand the value of relationship building, customer service, and sales development, and have experience managing and developing talent. 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
  • Proficiency with Microsoft Teams, Excel, PowerPoint, and Outlook
  • Strong numeracy and literacy skills
  • 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!

Apply now in a few quick clicks

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

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