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We’re recruiting on behalf of a leading manufacturing business in the Brighouse area, looking to appoint an experienced Customer Service Manager to lead their Aftersales department.
This is a brilliant opportunity for a service-focused leader who thrives on improving customer journeys, building strong teams, and resolving issues with efficiency and care. The successful candidate will play a key role in developing service standards, driving performance, and ensuring customer satisfaction across all aftersales touchpoints.
Key Responsibilities:
* Lead and develop the aftersales customer service team to deliver exceptional support
* Manage escalated complaints through email, letter, and social media with a professional, solutions-driven approach
* Identify and implement process improvements to enhance the customer experience
* Work collaboratively with other departments to ensure a seamless customer journey
* Ensure team targets, KPIs, and service levels are consistently achieved
* Provide insight and support around risk, compliance, and service performance
What We’re Looking For:
* Proven experience in a customer service management role, within a manufacturing company, desirable in construction or fenestration setting
* Strong leadership and team development skills
* Confident handling complaints and resolving issues across multiple channels - must have experience in complaints management
* Comfortable working with CRM systems, Microsoft Office, and Excel
* A proactive, continuous improvement mindset with great communication skills
This is a fantastic chance to join a stable, growing company with a genuine focus on service quality and employee development.
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