Customer Services Manager

"Customer Experience" is our buzz word, and as our Customer Services Manager, managing a small team in a multi-site manufacturing environment, you'll be the beating heart of the office, with the ability to make changes to improve processes and ensure a seamless customer journey.
 
BASIC SALARY: £30,000 - £40,000
 
BENEFITS:
· 24 Days Annual Leave plus Bank Holidays
· Pension Contribution
 
LOCATION: This is an office-based role, based in Northampton.
 
COMMUTABLE LOCATIONS: Northampton, Wellingborough, Milton Keynes, Towcester, Daventry, Kettering, Rugby, Bedford, Newport Pagnell, Brackley, Market Harborough
 
Why this role?
· The opportunity to come in and really shape a department who are already self-sufficient, with the potential to recruit into your team.
· We've been around for 50 years; therefore not only are we secure and stable, but currently experiencing an exciting period of growth across all departments.
 
JOB DESCRIPTION: Customer Services Manager - Manufacturer
 
Reporting to the Head of Commercial in a busy, multi-site manufacturing environment, there's lots to get your teeth stuck in to. What we do works - it has done for 50 years, and has made us successful - but we want to modernise and take it to the next level.
 
KEY RESPONSIBILITIES: Customer Services Manager - Manufacturer
· Mentoring, coaching and developing a small team, once established, potentially recruiting into the team.
· Process map our customer journey identifying opportunities and potential short falls.
· Working closely with the Commercial Manager to implement a suite of KPIs / SLAs which in turn help assess the current state of business and highlight areas for efficiencies and improvement.
· Be involved in the selection and implementation of a new CRM system.
· Communicate with all areas of the business, including Marketing, Sales and Production on a regular basis.
· Successfully maintaining customer satisfaction levels, resolving any escalated complaints.
· Provide monthly MI on a variety of metrics (customer satisfaction, order processing time, returns, refunds etc.
 
PERSON SPECIFICATION: Customer Services Manager - Manufacturer
 
You can't be afraid of getting your hands dirty. You'll need to work collaboratively but challenge the status quo; we're not shy to admit that changes can be made, we just need someone to drive these forward.
 
You'll need to want to understand the production process from beginning to end, have the confidence to communicate at different levels, from our production factory staff all the way to our Managing Director.
 
You'll also:
· Have experience within a manufacturing / factory environment.
· Be able to demonstrate a variety of processes, frameworks and / or objectives you've implemented to achieve business strategies.
· Either, have proven people management skills or supervised a team with the desire to progress.
 
At times, the business requires 'all hands on deck', and so this may mean carrying out other ad-hoc duties.
 
THE COMPANY:
 
We are a well-established family run business based in Northampton and have been operating on a national scale for over 50 years. As the industry leader in our sector, we manufacture and distribute all of our products and provide supplies to the public and private sector.
 
It is highly likely you will have worked in any of the following roles and/or markets, and worked with the following products and/or services: Customer Services, Customer Service Manager, Customer Service Team Leader, Customer Experience Manager, Customer Services Supervisor, Production, Manufacturer, Client Success Manager.
 
INTERESTED? Please click apply. You will receive an acknowledgement of your application.
 
Please Note: Wallace Hind Selection have been chosen as the retained recruitment partner of our client and therefore any direct applications to our client from candidates or agencies will be forwarded on to us direct.
 
REF: SM17603, Wallace Hind Selection