CUSTOMER SERVICE MANAGER
Location: Scunthorpe Type: Permanent Salary: £40,000
Job Summary:
* We are currently representing a Customer Care Manager opportunity on behalf of our client, a leading manufacturing business. This role is pivotal in leading the Customer Care Team, ensuring all enquiries and complaints are resolved promptly, professionally and with a focus on continuous improvement.
Main Duties:
* Lead, manage and develop the Customer Care Team to deliver exceptional service and meet performance targets.
* Oversee all customer enquiries, complaints and service requests across phone, email and digital channels.
* Monitor KPIs including response time, customer satisfaction and resolution rates, ensuring service standards are consistently met.
* Identify recurring issues and implement corrective actions to improve processes and prevent future problems.
* Manage escalated cases and resolve complex service issues with professionalism and efficiency.
* Collaborate cross-functionally with Sales, Quality and Operations to ensure seamless after-sales support.
* Prepare regular reports on team performance and customer feedback, driving continuous improvement initiatives.
* Coach and mentor team members to build capability and enhance service delivery.
Person Specification:
* Proven experience in customer service management, ideally within a fast-paced or manufacturing environment.
* Strong leadership and people management skills, with a track record of developing high-performing teams.
* Customer-focused mindset with a commitment to quality and satisfaction.
* Leadership experience and strong people management skills