Customer Service Manager (Strategy & Operations), Greater London

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Customer Service Manager (Strategy & Operations), Greater London

Client:

Location:

Greater London, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

11062b304128

Job Views:

7

Posted:

03.03.2025

Expiry Date:

17.04.2025

Job Description:

Our client, an incredibly well-renowned automotive company, is looking to recruit a Customer Service Manager to join their fun, sociable London HQ. Working primarily in the London office (with fully-expensed travel to the outsourced Liverpool-based contact centre twice a month), this is an incredible opportunity for the right candidate.

Our client is a global superpower, with over 1,500 employees across 10 locations. This sub-specialism of the main parent company has transitioned from a start-up to a fully-scaled business in less than 10 years and is continuing to grow at an exponential rate. As a result of this, they are actively seeking the perfect candidate to lead their Customer Service strategy and operations. In a nutshell, your responsibilities will include:

1. Overseeing both the in-house London (4 FTE) and outsourced Liverpool (15 FTE) Customer Service operations.
2. Ensuring that all external client queries are dealt with in a manner befitting of the brand and in line with KPIs.
3. Managing, motivating, and developing the Customer Services team, ensuring high levels of engagement and performance.
4. Leading the Contact Centre strategy from development to implementation to daily operations.
5. Recommending and actively seeking continuous enhancement of Customer Service strategies across the company.
6. Representing the voice of the customer across the business, ensuring best practice and customer experience is at the forefront of all company decisions.

In order to be considered for this position, it is ESSENTIAL that you have the following:

1. Proven track record in managing/improving a Customer Service team (omni-channel).
2. Excellent strategic ability / demonstrable experience of developing customer strategy.
3. Experience of leading both an in-house and outsourced Customer Service team(s).
4. Experience of motivating a high-performing Customer Service team.
5. Customer-first mentality.
6. Flexibility to travel to Liverpool twice a month (fully-expensed) to ensure optimum performance of outsourced Customer Service team.
7. Fun, sociable personality.

In addition to a very competitive basic salary, our client is also offering the following:

1. 12% Annual Bonus (£8,000 - £9,000), paid every April.
2. Flexible approach to working (1 day a week working from home).
3. Incredible progression opportunities.

Our client is looking to move very quickly on this, so any interested candidate(s) are urged to apply at their earliest convenience!