Senior Customer Services Manager
A truly fantastic role has become available for one of my most amazing clients based in Redditch.
After 15 years, Kate the current Head of Customer Services is moving on to a pastures new and is leaving behind a fantastic role within a super team which she has grew and moulded.
This role is working within a global manufacturing business with a superb reputation with aftersales and customer service.
You will become the Head of the Customer Service function which is a team of 20 based in Redditch which includes multi-functional teams with a customer service, admin and systems focus.
What is on offer:
Salary = Circa £75,000 per annum plus 15% objective based bonus
Benefits = Hybrid working, competitive pension contribution, free parking, private healthcare based on job grading and many more benefits as expected from a global, corporate business
Main purpose of this role:
To be responsible for cross business unit, global customer support strategy. Develop and maintain external customer and channel partner relationships. Lead and resolve customer complaint and regional support related issues.
Responsibilities include:
- Provides input on customer support strategies in collaboration with business leadership targeting optimum growth.
- Collaborate between business units and regional teams to develop Customer Support communication plans for new business and product launches.
- Recognizes and coordinates the resolution of support related issues that may impact organizational and customer success.
- Leads special projects that have cross regional implications.
- Understand market trends and product applications in identified market to drive Customer Support decisions and priorities.
- Lead the analysis, measurement, and reporting of Customer Support initiatives across brands, channels, regions, products, etc.
- Assist with development of Customer Support budget, financial controls, and risk ensuring initiatives are executed efficiently and within established budgets.
- Recruits, selects, develops, manages, motivates, coaches, and mentors managers; provides guidance and direction on problems and issues; delegates work assignments considering employee skills and development needs.
- Assist with the Development and execution of the Customer Support Strategy for the business
- Manages a team of Customer Service Representatives and Supervisors and resolves most complex business problems for those on the team
Full job description will be provided to candidates with a successful application.
The ideal candidate for this role:
- Will have previous Customer Service Management and ideally Head of Department experience of a multi-function customer service department
- Will ideally of managed a global customer service strategy
- Has worked for a manufacturing or product focused business, rather than service business
- Knowledge of Export is a big advantage
- Proven experience of prioritising and resolving channel development opportunities
- Ensures accountability across the team and holding self and others accountable to meet commitments
- Willingness to take on new opportunities and challenges
- Must be highly collaborative
- Can make sense of complex and high quantity of information
- Develops talent within the team
- Cultivates innovation
Therefore if you feel you match the criteria above and would love a challenge role, in a stable company that looks after it’s staff, then this is the role for you!
Reference: 52360451
Please note Reed.co.uk does not communicate with candidates via Whatsapp, and we will never ask you to provide your bank, passport or driving licence details during the application process. To stay safe in your job search and flexible work, we recommend visiting JobsAware, a non-profit, joint industry and law enforcement organisation working to combat labour market abuse. Visit the JobsAware website for information and free expert advice for safer work.
Report this jobNot quite what you are looking for? Try these similar searches
Replace a job alert
Replace a job alert
Get Job Alerts straight to your inbox
"Office Assistant jobs in London"
Your Job Alert has been created and your search saved.
'Saved search name'