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Customer Service Manager - c£50k, bonus and excellent benefits

Job Title: Customer Service Manager - c£50k, bonus and excellent benefits
Contract Type: Permanent
Location: Hertfordshire
Salary: 45000 - 51000
Contact Name: Lorna Dane
Contact Email:
Job Published: over 3 years ago

Job Description

Sole agency - key client.  Looking for a 'top notch/no1' department leader to manage a team of around 18.

Customer Service Manager – World Class Manufacturing c£50k, bonus etc

£45,000 to £50,000 per annum (negotiable dependent upon experience) + excellent benefits including bonus (min. 10% per annum), pension, private healthcare and more….

The Employer

A UK subsidiary of a global group, manufacturing, marketing and distributing a wide range of specialist products, working across a varied and diverse client base.

The Environment

You will be working in modern, well appointed offices, close to the manufacturing site.  This is a fast paced environment, where you will be leading a customer support team of around 20.  There is plenty of scope for immediate and continuous improvement within the department, so you will be the manager responsible for the instigation, implementation and on going development for changes within your department moving forward.

The Role: Customer Service Manager

Overview - You will manage and provide a customer service function capable of delivering the functions mission and maintain high attainments for functional KPIs

  • Management of the Customer Service Department, and line management of the team of 18

  • Monitor performance to ensure departmental objectives and KPI's are achieved

  • Establish working relationships with key external customers and internal Target Market Managers, to define and understand their needs and work progressively with them to realise them

  • Ensure that customer orders are managed efficiently and accurately

  • Ensure appropriate standards of professional behaviour are established and maintained

  • Ensure that the appropriate competency levels are maintained, skill requirements quantified and processes adopted to ensure they are maintained; ensure suitable levels of flexibility exist within resources to maintain continuity of service levels

  • Ensure the functional processes and the application of them to minimise the non-value activities of Goods Returns, Credit Notes, Pricing Queries and Customer Concerns Management

  • Recruitment, selection and induction of the CS team ensuring the function maintains the appropriate levels of stable versus turning resources

  • Establish effective customer surveys which quantify significant participation from key customer base; that data gathered is used to enhance functional performance and customer perception

    Skills and Experience Required: Customer Service Manager

  • Significant experience in a customer service function, at managerial level

  • Sound understanding of the complete supply chain from supplier to customer

  • Proven track record of effectively managing internal and external customers

  • Experience of driving a culture of root cause analysis to problem solving

  • Able to demonstrate effective leadership, establishing clear expectations, supporting employee engagement and motivation

  • Able to demonstrate high levels of emotional intelligence; support coaching and mentoring activities

  • Recognition of varying cultural expectations within the many industrial markets which the organisation services

  • Computer literate with experience of SAP, Excel, Word, Lotus Notes, Salesforce

Package:  Salary c £50k (negotiable dependent upon experience), bonus 10% per annum, excellent pension, private medical insurance, 25 days a/l + bank holidays (increasing with service) and more....