Our client, a Global Manufacturer of high quality digital wireless headset systems, are looking to recruit an ambitious Customer Services Manager to join their fun, sociable business. Based in a fantastic London HQ (with all lunches paid for and a Friday finish!), this is an incredible opportunity for the right candidate.
Our client have been established for over 30 years and primarily sell their solutions into the Healthcare, Retail, Hospitality andmunity sectors (with some incredibly well-known clients in their portfolio!). Their market-leading products are developed with very creative design and high-quality materials that meet the needs of their wide/diverse customermunity. Due to their continued success/growth, they are now actively seeking the perfect candidate to oversee/scale their Customer Service function. In a nutshell, your responsibilities will include:
- Owning the day-to-day operations of an inbound Customer Services team (4 x FTE)
- Leading, coaching and developing all team members
- Building the processes/systems/culture that will carry the team/business into their next phase of growth
- Taking a lead on how thepany use AI/automation to deliver faster/smarter/more consistent customer experience(s)
- Acting as the escalation point for anyplex/difficult queries (maintaining thepany's reputation for outstanding service)
- Monitoring team workload/prioritising tickets effectively
- Building the structures/processes needed to support the growing team as the business scales
- Conducting regular 1-1's and reviews with individual team members, supporting professional development
- Taking ownership of thepany’s AI implementation roadmap within customer service - bringing the team on the journey, embedding new tools into everyday practiceIn order to be considered for this position, it is ESSENTIAL that you have the following:
- Minimum 3 years' experience of managing an inbound B2B Customer Services/Experience team
- Demonstrable experience of improving CS Agents, and of making a positive change to a CS/CX environment
- Strong leadership skills, with the ability to motivate a small team
- Excellentmunication skills - clear, professional, and empathetic across both customer-facing and internal interactions
- Genuine interest in AI tools and process automation, with the appetite to learn, experiment, and implement.
If you are energised by the idea of building something, not just running it, this is the perfect opportunity!
In addition to a verypetitive salary, our client are also offering the following:
- Amazing progression opportunities as thepany continues to scale (a very exciting time to be joining!)
- Amazing working hours: Monday - Thursday: - / Friday: -
- Free lunches every day!
- Fun, sociable office culture
Our client are looking to move very quickly in securing the perfect candidate, so any interested candidate(s) are urged to apply at their earliest convenience! #4804498 - David Blake