Customer Service Manager/Team Leader
- Location: Barnoldswick
- Salary: £40000 - £50000 per annum, Benefits: £10k end of contract bonus
- Reference: VO-50639280
- Contact: Victoria O'Connor
Customer Service Team Leader/Manager- Barnoldswick- up to £50k per annum
(12 moth FTC with a view to a permanent role for the perfect candidate)
Salary £40-50k doe plus £10k bonus
Hours Full Time, 37 hours between Monday to Friday 8.30-5:00
Location Hybrid 3 days office based Barnoldswick (free parking)
Axon Moore is delighted to be representing a market leading Manufacturer based in Barnoldswick in the search for a hands-on people focused Customer Service or Sales Team Leader/Manager to join an established team on an initial 12-month contract.
The ideal candidate for this role: –
Will have a passion for customer service, excellent leadership skills, and a proven track record of managing a successful customer service or sales department. This role will involve both process, structure and a people focus, managing a long serving established team.
We are looking for a real people person who looks after hearts and minds.
This journey will be an exciting one and the chosen candidate will have exposure to a super, high growth business with a dedicated, supportive and happy senior management team.
Key Responsibilities:
Team Leadership & Management
- Lead and manage the customer service team to deliver a first-class customer experience and ensure consistently high levels of customer satisfaction
- Train, mentor, and develop the team
- Conduct regular performance reviews and 121s
Customer Experience
- Handle escalated customer complaints
- Ensure the team provide timely and effective resolution of customer issues, working within service level agreements
- Implement and review NPS customer satisfaction tools to improve service
Policy and Procedure Development:
- Develop and implement customer service policies and procedures
- Ensure the team adheres to company policies and standards
- Continuously improve service procedures to enhance customer experience
Performance Monitoring and Reporting:
- Monitor and analyse customer service performance metrics such as call quality, KPIs
- Prepare and present regular reports on customer service performance
- Use data to identify areas for improvement and implement changes
Collaboration and Communication:
- Work closely with other departments to ensure a seamless customer experience.
- Communicate effectively with team members and other stakeholders.
- Foster a positive and collaborative work environment.
Skills and Experience Required:
- Proven experience in a similar role
- Strong leadership skills to motivate and guide the customer service team
- Ability to drive change and influence others
If you are looking to work for a brand leader and have what it takes to deliver an exceptional service to both clients and colleagues, then this is the role for you!
Send you CV to voconnor@axonmoore.com or call me on 07703 849930 if you have any additional questions 😊
Good luck with your application!
Victoria