Customer Service Manager
| Dyddiad hysbysebu: | 23 Mehefin 2025 |
|---|---|
| Cyflog: | £42,000.00 i £45,000.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | Plus bonuses and benefits |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 23 Gorffennaf 2025 |
| Lleoliad: | HX5 |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Huntsman Recruitment Ltd. |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | CSM HX5 |
Crynodeb
We are recruiting for a Customer Support Manager to lead and oversee a customer support team for a prestigious, fast-paced client based in Elland, HX5.
This is a permanent role, and an excellent opportunity to gain permanent employment with a well established, growing company who operate nationally throughout the UK, supporting a wide range of clients within the retail, education, industrial and commercial sectors.
Duties will include, but are not limited to:
- Lead, mentor, and develop a high-performing team of customer support coordinators, fostering a culture of excellence and accountability.
- Oversee the end-to-end management of customer interactions, from initial contact and service request logging to resolution and follow-up.
- Implement and refine customer service processes and procedures to enhance efficiency, quality, and consistency.
- Act as the primary point of escalation for complex customer queries or complaints, ensuring swift and satisfactory resolutions.
- Collaborate closely with operations, field service, and technical teams to ensure seamless service delivery and effective communication with clients.
- Work with the contract management team to improve engineer productivity, manage resource planning and utilisation, and minimise engineer downtime.
- Monitor and analyse customer service metrics (e.g., response times, resolution rates, satisfaction scores) to identify trends and areas for improvement.
- Manage and optimise the use of the company's ERP system to maintain accurate customer records and service histories.
- Conduct regular team reviews and 1:1s to support individual and professional development.
- Develop and deliver training programs for the customer support team on plant & equipment knowledge, service protocols, and conflict resolution.
- Contribute to strategic initiatives aimed at improving overall customer experience, retention and loyalty.
Required Qualifications & Experience:
- Proven experience in a customer service or service management leadership role.
- Experience within the building maintenance, facilities management, or a related service sector would be advantageous.
- A relevant degree or professional qualification in Business Administration, Customer Service Management, or a related field would be beneficial, but not essential.
- Exceptional leadership and team management skills with a track record of motivating and developing staff.
- Outstanding communication (written and verbal), interpersonal, and negotiation skills.
- Strong problem-solving abilities and a calm, professional approach to high-pressure situations.
- Self-motivated with a hands-on approach.
- A deep understanding of customer service best practices and the ability to implement them effectively.
- Proficiency with Microsoft Office Suite.
- Experience with maintenance scheduling software and/or integrated service management platforms such as CAFM or ERP systems would be advantageous, but not essential.
Hours:
- Monday – Friday
- 40 hours per week
- 08.00 am to 17.00 pm
Salary and Benefits:
- Starting salary of £42,500 - £45,000 p/a (depending on experience)
- Annual performance-based bonus (>10% salary)
- 25 days holiday per annum, plus bank holidays
- Company pension, sick pay and life assurance
- Health & wellbeing programme
- Training & development
- Cycle to work scheme
- Employee discount scheme
- Free parking
Click APPLY to submit your CV.
Due to the high number of online applications, if you have not heard from us within 7 days, your application has unfortunately been unsuccessful on this occasion.
Need help with your CV? We also offer a free consultation on CV advice and writing services. Contact us via our website or social media for more information.
This is a permanent role, and an excellent opportunity to gain permanent employment with a well established, growing company who operate nationally throughout the UK, supporting a wide range of clients within the retail, education, industrial and commercial sectors.
Duties will include, but are not limited to:
- Lead, mentor, and develop a high-performing team of customer support coordinators, fostering a culture of excellence and accountability.
- Oversee the end-to-end management of customer interactions, from initial contact and service request logging to resolution and follow-up.
- Implement and refine customer service processes and procedures to enhance efficiency, quality, and consistency.
- Act as the primary point of escalation for complex customer queries or complaints, ensuring swift and satisfactory resolutions.
- Collaborate closely with operations, field service, and technical teams to ensure seamless service delivery and effective communication with clients.
- Work with the contract management team to improve engineer productivity, manage resource planning and utilisation, and minimise engineer downtime.
- Monitor and analyse customer service metrics (e.g., response times, resolution rates, satisfaction scores) to identify trends and areas for improvement.
- Manage and optimise the use of the company's ERP system to maintain accurate customer records and service histories.
- Conduct regular team reviews and 1:1s to support individual and professional development.
- Develop and deliver training programs for the customer support team on plant & equipment knowledge, service protocols, and conflict resolution.
- Contribute to strategic initiatives aimed at improving overall customer experience, retention and loyalty.
Required Qualifications & Experience:
- Proven experience in a customer service or service management leadership role.
- Experience within the building maintenance, facilities management, or a related service sector would be advantageous.
- A relevant degree or professional qualification in Business Administration, Customer Service Management, or a related field would be beneficial, but not essential.
- Exceptional leadership and team management skills with a track record of motivating and developing staff.
- Outstanding communication (written and verbal), interpersonal, and negotiation skills.
- Strong problem-solving abilities and a calm, professional approach to high-pressure situations.
- Self-motivated with a hands-on approach.
- A deep understanding of customer service best practices and the ability to implement them effectively.
- Proficiency with Microsoft Office Suite.
- Experience with maintenance scheduling software and/or integrated service management platforms such as CAFM or ERP systems would be advantageous, but not essential.
Hours:
- Monday – Friday
- 40 hours per week
- 08.00 am to 17.00 pm
Salary and Benefits:
- Starting salary of £42,500 - £45,000 p/a (depending on experience)
- Annual performance-based bonus (>10% salary)
- 25 days holiday per annum, plus bank holidays
- Company pension, sick pay and life assurance
- Health & wellbeing programme
- Training & development
- Cycle to work scheme
- Employee discount scheme
- Free parking
Click APPLY to submit your CV.
Due to the high number of online applications, if you have not heard from us within 7 days, your application has unfortunately been unsuccessful on this occasion.
Need help with your CV? We also offer a free consultation on CV advice and writing services. Contact us via our website or social media for more information.