Customer Service Manager - Global SME

  • Location
    Wakefield, West Yorkshire
  • Category
    Customer Service - Customer Services Manager
  • Contract Type
  • Salary
    £ 45000 - £ 50000 / Year
  • OrganizationType

Job Title: Customer Service Manager

Salary: Up to £50,000 per annum

Location: Wakefield, Parking on Site

Hours: Monday to Friday, Full Time

Start: ASAP

The company we're recruiting for are a successful international business who love to invest in their people and they're now looking for a people-focused Customer Service Manager to continue their team's success and take them to the next level.

In this role reporting directly to the MD of the business, you will be managing the whole Customer Service function, forecasting trends and needs of the business, implementing processes where needed and, most importantly, being a continuous point of inspiration, support and motivation for your team. This business prides itself on maintaining a customer-centric culture in everything that they do and so you will be as passionate as they are to be a perfect match with this position.

Experience with managing smaller teams within a SME - either an e-commerce brand itself or working with e-retailers, will set you in good stead for being able to hit the ground running comfortably.

As well as a competitive remuneration package you will become part of a company who want to invest in your development, so this is an ideal role for those who want to be part of a business who truly believes in nurturing their talent. They pride themselves in their approach to giving excellent service and this is a brilliant opportunity to continue your career within a global business.

Within your new role as Customer Service Manager, you will be responsible for:

  • Continuously improving processes and procedure to better the customer journey

  • Nurture and build your team of talented individuals, conducting regular one to one's and recruiting for growth as needed

  • Provide reports and insights into the department's performance along with e-retailer requirements that will require a collaborative process with other teams

  • Take responsibility for all escalated customer cases and conduct root cause analysis to develop new processes as required

  • Continuously monitor team's performance and motivate/assist where needed to ensure KPI's are met

Skills/experience required for this position:

  • Previous Customer Service Management within a SME

  • Experience of dealing with e-retailers along with brick-and-mortar retail

Next steps:

If this sounds like the perfect role for you then please apply today. Our client will be interviewing on site in a Covid Safe environment as soon as possible. We look forward to receiving your application.

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To speak to a recruitment expert please contact Mo McHugh