Customer Service Manager

Location: Derbyshire

Company

This is your chance to join an excellent business, where changing people’s lives through the products that they design, manufacture and install is a daily occurrence. With 40 years’ experience under their belt, they are a leading provider in the UK, a market leader in Europe and have a presence in many other countries worldwide.

Role Function

In this role, the Customer Service Manager will be responsible for overseeing and continuously improving the end-to-end customer journey / experience, ensuring that every interaction reflects the company commitment to exceptional service.

You will act as the first point of contact for escalated customer complaints, monitor feedback across multiple channels, and work collaboratively across departments to identify opportunities to enhance the customer journey.

The Customer Service Manager role is a key position within the business, ensuring that customer insights drive improvements across operations, service delivery and training.

Customer Service Manager Pay, Hours and Benefits

 * £35,000 - £40,000

* 37.5 hours per week, Monday – Friday (office-based role)

* 23 days holiday plus bank holidays

* Life insurance cover

* Employee Assistance Programme

* Profit related pay

Commutable From:
Derby, Nottingham, Leicester, Chesterfield, Sheffield

Customer Service Manager Candidate Requirements

* Strong interpersonal skills and the ability to manage sensitive or complex customer situations and complaints

* Excellent communication skills (written, verbal and presentation)

* Ability to analyse feedback and identify service improvement opportunities

* Strong organisational skills and ability to manage your own workload

* High level of emotional intelligence and empathy

* Proficiency with Microsoft Office and IT systems

Customer Service Manager

Key Responsibilities (but not limited to)

* Monitor and develop the external customer journey process, ensuring clear ownership of each stage

* Identify opportunities to improve the customer experience across all touchpoints

* Work with internal teams to ensure consistent service standards are maintained

* Develop improved methods of measuring customer satisfaction across the customer journey

* Act as the first point of contact for escalated customer complaints

* Record, monitor and report on Customer Related Issues (CRIs)

* Carry out customer feedback calls following installations

* Analyse feedback to identify trends and drive service improvements

Other Responsibilities to Include

* Reviews & Online Reputation - work closely with the Online Marketing team to increase response rates on customer reviews across platforms such as Trustpilot and Google

* Cross-Department Collaboration - work closely with the Quality Manager to identify service issues and implement improvements, collaborate with the Field Assessment and Business Development teams

* Training & Development - provide training, coaching and mentoring where required to improve service delivery

Please Note:

Candidates must have the right to live and work in the UK.

Our aim is to help you secure the best possible future for yourself & this is a totally FREE service to all our Candidates.

If you believe that your skills and experience match what we are looking for please call me or APPLY and I will be in touch.

Should you want to learn more about any of our OFFICE, SUPPORT & ADMINISTRATION vacancies, or should you just want to discuss your particular needs, then please do not hesitate to contact me to have an informal, confidential chat.

Probe Technical Recruitment, providing Office Support & Administration Recruitment Support since 1994