This expanding family-run business on the outskirts of Canterbury, Kent, seeks an experienced Customer Service Manager.
You will be confident in leading the customer service team and ensuring tasks and roles are completed on time and correctly.
To excel in this role, you will need to possess excellent communication skills, manage your time effectively, and understand what business-critical tasks are and which ones will benefit the customer experience the most.
The company is in a lovely rural setting; therefore, candidates must be able to drive.
This is a full-time office-based position with working hours of Monday to Friday, 08:00 to 17:00.
Customer Service Manager - Key duties & responsibilities
* Keep speed and customer satisfaction at the heart of every decision
* Lead the customer service executives
* Ensuring all orders are dispatched the same day from the warehouse
* Monitor couriers on time deliveries and report any instances to the operations team
* Manage the customer service tickets to ensure repairs and services are monitored within your timelines
* Monitor equipment repairs and warranties, and communicate manufacturer delays to Procurement
* Manage email boxes and ensure responses are made within 24 hours
* Monitor back orders and ETAs
* Maintain communication with the sales & marketing team about operational changes.
* Weekly reporting
Required qualifications, knowledge, experience & skills
* Proven experience in a customer service leadership or supervisory role
* Strong communication skills, both verbal and written, with the ability to handle escalations professionally
* Team leadership and coaching abilities, with a focus on motivation and performance improvement
* Excellent problem-solving skills and the ability to make decisions under pressure
* Customer-focused mindset with a passion for delivering high-quality service
* Organisational and time management skills, with the ability to prioritise tasks effectively
* Experience with CRM systems and customer service software
* Ability to analyse service metrics and implement improvements
* Adaptability to change and a proactive approach to continuous improvement
* IT proficiency, including Microsoft Office (especially Excel, Word, and Outlook)
Company Benefits
* Annual profit-related bonus capped at 12% paid quarterly
* Private healthcare for your family
* Pension
* Long service awards
* Monthly staff meetings and events
* The opportunity to work for a growing family-run business who are highly recognised within their industry and has a motivational and inspiring culture