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Customer service manager
| Posting date: | 09 July 2025 |
|---|---|
| Salary: | £30,000 to £38,700 per year |
| Hours: | Full time |
| Closing date: | 22 July 2025 |
| Location: | B6 7AP |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | WE2UK Ltd |
| Job type: | Permanent |
| Job reference: |
Summary
Job Requirements
*Education: Bachelor's degree
*Experience: At least 1 years in a customer service management or supervisory role, preferably within the warehouse or service sector.
*Language Proficiency: English and Mandarin.
*Essential Skills:
Proven leadership, coaching, and people management capabilities.
Clear and professional communication (verbal and written).
Strong decision-making and conflict resolution skills.
Ability to multitask and perform under pressure.
A proactive approach to process improvement and customer care.
Key Responsibilities
1. Customer Service Strategy & Oversight
• Design and implement customer service protocols in line with company standards.
• Stay informed on industry practices and use them to refine service delivery.
2. Customer Interaction & Support
• Professionally handle escalated customer concerns, complaints, and inquiries.
• Ensure prompt, courteous, and effective resolution of all customer issues.
• Collect and evaluate customer feedback to inform service improvements.
3. Team Leadership & Development
• Supervise and support front-line customer service staff.
• Recruit, train, and conduct performance evaluations to build a high-performing team.
• Deliver training and mentoring to enhance staff performance and consistency.
4. Operational & Administrative Duties
• Maintain accurate records of customer interactions and service trends.
• Ensure customer service practices comply with company policies and data protection regulations.
• Introduce service innovations that boost operational efficiency and customer experience.
5. Customer Engagement & Retention
• Develop and lead customer engagement programmes (e.g. feedback loops, loyalty schemes).
• Build lasting relationships with clients to ensure satisfaction and repeat business.
• Represent the company positively during client visits, audits, and follow-up engagements.
*Education: Bachelor's degree
*Experience: At least 1 years in a customer service management or supervisory role, preferably within the warehouse or service sector.
*Language Proficiency: English and Mandarin.
*Essential Skills:
Proven leadership, coaching, and people management capabilities.
Clear and professional communication (verbal and written).
Strong decision-making and conflict resolution skills.
Ability to multitask and perform under pressure.
A proactive approach to process improvement and customer care.
Key Responsibilities
1. Customer Service Strategy & Oversight
• Design and implement customer service protocols in line with company standards.
• Stay informed on industry practices and use them to refine service delivery.
2. Customer Interaction & Support
• Professionally handle escalated customer concerns, complaints, and inquiries.
• Ensure prompt, courteous, and effective resolution of all customer issues.
• Collect and evaluate customer feedback to inform service improvements.
3. Team Leadership & Development
• Supervise and support front-line customer service staff.
• Recruit, train, and conduct performance evaluations to build a high-performing team.
• Deliver training and mentoring to enhance staff performance and consistency.
4. Operational & Administrative Duties
• Maintain accurate records of customer interactions and service trends.
• Ensure customer service practices comply with company policies and data protection regulations.
• Introduce service innovations that boost operational efficiency and customer experience.
5. Customer Engagement & Retention
• Develop and lead customer engagement programmes (e.g. feedback loops, loyalty schemes).
• Build lasting relationships with clients to ensure satisfaction and repeat business.
• Represent the company positively during client visits, audits, and follow-up engagements.