Customer Service Manager / Head of Customer Services
Daventry | £50k£60k | Hybrid | PermanentPimlico Banks Recruitment are working with an established business in Daventry looking for an experienced Customer Service Manager / Customer Services Manager to lead and further develop its customer service function.You’ll take responsibility for an established customer service and sales administration team, with a wider remit covering customer experience, CRM systems and continuous improvement.The role would suit an experienced Customer Service Manager looking for more responsibility and the opportunity to progress towards a broader Head of Customer Se rvices
remit.The Role
You’ll be responsible for the team, customer service performance and the continued development of the function.
Key responsibilities include:Leading, supporting and developing the customer service and sales administration team
Maintaining and improving customer service standards and performance
Developing customer service processes and ways of working
Managing customer enquiries across phone, email and digital channels
Handling escalations and more complex customer issues
Using root cause analysis to reduce recurring complaints and service issues
Monitoring KPIs, SLAs, response times and customer satisfaction
Developing and improving CRM usage, workflows, data quality and reporting
Working closely with Sales, Operations and Finance
Using customer feedback and service data to identify improvements
Reporting on customer service performance to senior management
Supporting the development of consistent customer service standards across the wider group
About You
We’re looking for someone with strong experience leading a B2B customer service function.
You’ll need:Experience managing and developing a customer service team
Strong CRM experience
Microsoft Dynamics, Salesforce or similar
A track record of improving customer service processes and performance
Experience working with KPIs, SLAs and customer satisfaction measures
Confidence handling escalations and complex customer issues
Strong communication and stakeholder management skills
Good analytical and problem-solving skills
The ability to work effectively across different business functions
You may currently be working as a Customer Service Manager, Customer Services Manager, Customer Experience Manager, Sales Support Manager or Head of Customer Services.The Opportunity
You’ll take responsibility for an established customer service team, with the scope to continue developing processes, systems and service standards. Over time, the remit will expand to support the development of customer service across the wider group.Benefits
Salary of £50k£60k
Hybrid working
initially 4 days office / 1 day home, moving to 3/2
25 days’ holiday plus bank holidays
Holiday buy and sell scheme
Pension
EV salary sacrifice car scheme
Private medical insurance
Life assurance
If you’re an experienced Customer Service Manager looking for a role with greater responsibility and scope to develop, we’d be interested in hearing from you.Apply now for further information and immediate consideration.
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