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Position: Customer Service Manager
Department: Engineering
Location: Field-based
Reports To: Customer Services Director
Team Managed: Depot Operators, Field Engineers, Driver Installers
Salary / Package
Basic Salary - 55,000 - 60,000
Company Car
Benefits: Pension (Employee 5%, Employer 3%), Corporate Eyecare, Discretionary Benefits (Group Life Assurance, Private Medical Insurance after probation).
Role Overview:
We are seeking an experienced Customer Service Manager to support the Customer Services Director in developing and executing customer service operations and risk strategies. This role involves overseeing field-based activities, ensuring operational efficiency, safety, and compliance, while contributing to business strategy and risk management.
Key Responsibilities:
- Implement and align customer service policies with business objectives.
- Lead projects, coordinate service functions, and manage risks.
- Monitor service quality, manage budgets, and ensure performance targets are met.
- Provide leadership and guidance to team members to drive improvement and efficiency.
- Ensure adherence to Standard Operating Procedures (SOPs) and collaborate on cost-effective solutions.
- Participate in out-of-hours on-call management as needed.
Field Engineers:
- Coordinate engineer deployments and ensure productivity targets.
- Provide daily support and conduct debriefs to improve service quality.
- Work on site surveys for complex projects and maintain customer relationships.
Depot Operators:
- Ensure effective deployment of Driver Installers, maintaining high productivity.
- Oversee fleet tracking and depot maintenance.
People & Performance Management:
- Develop training plans and ensure staff compliance with safety and operational standards.
- Conduct audits and manage the induction process for new hires.
Required Skills & Experience:
- Senior-level operations management experience in engineering or hire/B2B environments.
- Strong people management, communication, and IT skills.
- Ability to develop customer-focused solutions and drive continuous improvement.
Core Competencies:
- Communication, Teamwork, Leadership, Customer Focus, Technical Skills, Health & Safety, Resilience, Results Delivery.
Company Values:
We value Respect, Accountability, Teamwork, Commitment, and Integrity in all our operations.
Customer Service Manager - Haydock
Customer Service Manager - Haydock
Customer Service Manager - Haydock
Calibre Search promote equality in the workplace and we welcome applications from all suitably skilled or qualified candidates regardless of their sex, race, disability, religion/beliefs, sexual orientation or age. We act as both an employment agency and employment business.
