Customer Service Manager

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Are you looking to join a company where training and development is encouraged? Then this is the career for you. We are currently recruiting for a Customer Service Manager to join our highly successful client in the Bingham area of Nottingham.

About the Client:

Our client is a UK-based company in the industrial and commercial sector, sourcing a wide range of products from global suppliers and working with a network of distributors across the country.

Pay and Benefits:

• 37.5 hours per week - Working Monday - Friday 9:00 - 17:00. (You may be required to work 1 Sunday a month)
• 33 days holiday (includes 8 bank holidays)
• Private Medical cover
• Discretionary performance bonus
• On-site Gym

Responsibilities:

• Manage a small team of Customer Service Executives (3 CSE)
• Lead, mentor, train and develop a high-performing team
• Deal with staff absences, appraisals & assist in any staff training and onboarding within the customer services department
• Help to resolve queries relating to products, deliveries, damages, missing parts, quotations etc
• Deal confidently with negotiations/discussions with the customer around replacements/returns of damaged goods/goods sent in error etc
• Be committed to continuous improvement to processes within the Customer Services department
• Lead employees in understanding customer needs and their impact on the business
• Build and maintain relationships with key stakeholders; warehouse, finance, marketing

Qualifications / Experience:

• Experience in a similar role within an e-commerce environment is essential (industrial, commercial & distribution)
• Demonstrable experience in a customer service leadership role
• Strong IT skills (Google Drive) and phone systems (Cisco)
• Working knowledge of CRM tools
• Good team management and people development skills, ensuring a culture of leading by doing
• Ability to deal with a variety of daily issues, multi-task and prioritise work
• Continuous improvement driven with a desire to seek and implement change

Next Steps:

Apply with your CV and an initial video interview will be arranged to discuss the role further. When you’ve successfully completed this step you will then potentially have a face to face interview arranged with the client.