Customer Service Manager
£45,000 - £50,000
Wakefield
Fully Office Based
Your new role
In this role, you will be operating across both local teams and the wider group. This role oversees key activities such as developing policies, managing customermunications, handling orders, and resolving claims andplaints. It also includes leading the Customer Service team.
1. Oversee the accuracy and effectiveness of all customer-facing services and information, including (but not limited to) order processing, order fulfilment, issue resolution, claims andplaint handling, delivered across allmunication channels such as phone, email and others.
2. Ownsall Customer Service–related processes within their scope, driving continuous improvement initiatives to enhance customer experience, boost operational efficiency, and eliminate friction points.
3. Ensures all orders undergo full validation, including correct pricing andpliance checks, with no exceptions permitted.
4. Manages daily operational routines, such as monitoring open orders, resolving ongoing issues, and ensuring customer expectations are met in line with KPmitments.
5. Establishes and contributes to KPIs and performance indicators that safeguard service quality, and takes corrective action when results deviate from targets or plans.
6. Demonstrates strongmercial awareness, maintaining close collaboration with the sales team through activemunication, attending customer visits when necessary, and coaching team members to maximise value in every customer interaction.
7. Ensures strict adherence to Customer Service procedures, maintainingpliance with the quality management system as well as KP policies and standards.
What you'll need to succeed
Previous experience in a similar role.