Customer Services Manager

We are looking for aCustomer Services Manager to join a leading global organisation in the West Midlands. The primary objective of the role is to take responsibility for the provision of excellent customer service with regards to products, services, orders and general customer enquiries. This position will oversee the effective management of the Customer Services team to create a customer service centre of excellence for the business.

• Manage, motivate and develop a busy customer services team to ensure effective working practices and a positive “can do” attitude are adopted
• Establish a training programme for the team in order to drive technical awareness
• To develop the tools available to better manage customer interaction, including the adoption of live chat and CRM systems
• Take ownership of creating and maintaining KPIs which manage and drive team efficiency
• Help define the strategy to deliver efficiency improvements through leveraging technologies such as e-commerce to drive change and increase customer satisfaction levels
• Promptly & competently attend to escalated customer enquiries or complaints
• Support the external sales team with product & operational information as well as proactive tele-sales activity

• Support the external sales team with product & operational information as well as proactive tele-sales activity
• Experience in a similar customer services management role
• Able to develop a team through training and mentoring
• Preferred experience of manufacturing/industrial hardware industries
• Able to quickly develop product knowledge and understanding
• Confident, resilient and with the ability to handle challenging situations
• Capable of leading and managing workload and effectively utilising team members’ skills
• Proficient in Microsoft Office packages and ideally CRM tools, software and databases