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 businessManages 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 departmentWill ideally of managed a global customer service strategyHas worked for a manufacturing or product focused business, rather than service businessKnowledge of Export is a big advantageProven experience of prioritising and resolving channel development opportunitiesEnsures accountability across the team and holding self and others accountable to meet commitmentsWillingness to take on new opportunities and challengesMust be highly collaborativeCan make sense of complex and high quantity of informationDevelops talent within the teamCultivates 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!
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