Customer Service and Operations Manager
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| Job Type | Permanent Full Time |
| Location | Manchester |
| Area | Manchester, England |
| Sector | Customer Service |
| Salary | £30k per year + bonus |
| Start Date | |
| Advertiser | remoteapi |
| Job Ref | RCSOM - (JW) |
| Job Views | 163 |
- Description
We have a fantastic opportunity for an experienced Customer Service Manager/Team Leader to join a well-known global organisation who are market leaders in their field and a major manufacturer of pivotal technologies.
Based in their Manchester office you will oversee all the sales administration for the regional office with a heavy focus on providing a very high level of customer service at all times. You will coach and train staff and ensure that KPI’s are met and Service Level Agreements are achieved.
The role offers a competitive salary plus bonus (OTE max £5,000 per annum) + excellent working conditions and benefits
Duties will include:
- Training and coaching of all administrative staff, ensuring KPI’s are met and delivery errors kept to a minimum
- Holding regular one to one’s, progress and team meetings
- Attending and participating full in monthly operations meetings and Monday morning sales meetings.
- Assessing service benchmarking and customer service visits.
- Monthly customer visits
- Taking full ownership of problematic customer orders such as stock, credit and delivery issues.
- Adhere to all operational processes and procedures within ISO software (ISO9001/ISO14001)
- Maintaining and updated ISO files
- Taking a proactive approach with delivery issues, creating trends and analysing statistics to improve our service.
- Adhering to KPI’s set.
- Instilling values and standards, whilst keeping morale high at all times.
- Understand and comply with all relevant company policies.
Person Specification:
- Team Leader/Management experience is essential
- Proven high level of Customer Service experience
- Good communication skills both written and verbal
- Excellent time management skills and ability to meet deadlines set.
- IT Literate and competent user of Microsoft packages (Outlook, Excel, Word & PowerPoint).
- Personal attributes: self-motivated, organised, driven, methodical, personable, optimistic, flexible, resourceful, honest and loyal.
- Friendly yet professional with customers and colleagues.
- Ability to work effectively both individually and as part of a team.
- Ability to use own initiative.
- Excellent attention to detail.
- Educated to GSCE level, higher or equivalent.