Page Personnel Secretarial & Business Support Hiring for Customer Service Manager at Chepstow Full Time

• Customer Service Manager – Chepstow
• Global business operating in over 40 countries employing over 35,000 employees
• Both a strategic and operational role which will involve day to day management of the team and customers while also utilising your process improvement and system development skills on strategic projects
• Global business that offers future progression prospects

Client Details

Company: Our client, a leading international multi-service provider with a strong presence in Europe and Latin America, is seeking a dedicated and dynamic Customer Service Manager. Operating in over 20 countries and employing over 30,000 professionals at 440 production and service centers.

Why should you join this organisation:

• Global business that can offer you the succession plans and progression you are looking for in your career
• Private medical healthcare insurance
• Willingness to adapt and utilise new ideas for efficiencies and improvements

Description

We are seeking an accomplished Customer Service Manager to lead our client’s customer service team in delivering outstanding customer care. The role requires a focus on proactive customer relationships, people development, problem prevention, and continuous improvement of customer service operations. The Customer Service Manager will also oversee commercial terms, contract management, and pricing, working closely with the site management team to ensure optimal service delivery.

You will manage a small team of Customer Account Managers who are mid level customer service professionals managing small to large value account relationships. There roles will also involve order processing, customer queries, complaints and ensuring service delivery.

The role has a good blend of day to day operational management of customers and staff while also having strategic responsibilities on improving things such as KPI ing, management efficiencies, customer satisfaction, process efficiencies.

Responsibilities:

• Uphold compliance with the Health and Safety Policy and national legislative requirements, with a priority on the safety and well-being of the team.
• Customer Service Focus:
  • Plan and manage customer service operations while adhering to cost lines and relevant KPIs.
  • Enhance Customer Service operations based on Voice of Customer (VOC) and operational KPIs, reducing customer effort and improving retention.
  • Collect VOC from customers and CS employees, providing feedback to local management on opportunities for improvement.
  • Monitor the operational aspect of SLAs and manage successes/failures.
  • Responsible for customer onboarding and terminations.
  • Implement service channels at the plant level and CRM (when available), advising on improvements.
  • Resolve customer issues within mandate, including issuing credit notes within mandate.
• Commercial Focus:
  • Accountable for maintaining portfolio accounts and ensuring standard commercial terms.
  • Shared responsibility for credit monitoring with shared service.
• Leadership:
  • Coach and train customer service employees (office and field-based) to ensure the right competence levels.
  • Manage all Customer Service resources, including personnel, in agreement with the General Manager/Senior Manager.
• Continuous Improvement:
  • Drive operational improvements in the New Business and Quotes process and procedure.
  • Lead improvement initiatives for CS operations.
  • Promote operational improvements at the plant and CU level.
  • Identify and implement opportunities for problem prevention.

Profile

• Experience in a Customer Service Manager is essential
• Ideally you will have worked in a B2B environment
• Willingness and prior experience in creating process improvements and efficiencies

Job Offer

• Competitive Salary of Circa £40,000.00 to £45,000
• Opportunities for career growth within our national structure.
• 33 days of annual leave per year.
• Company Pension.
• Private Medical