Job Description
Customer Manager
Monday - Friday 8.30am - 4pm
Fully onsite
An established infrastructure and utilities business based in West Lothian is creating a new opportunity for an experienced Customer Manager to join them and shape the entire customer service function from the ground up.
This is a brand new role within the organisation. There is currently no formal Customer Service department in place. You will be given full autonomy to design and deliver a customer service strategy that supports business growth, meets regulatory requirements, and delivers an excellent experience to both B2B and end customers.
You’ll be starting with the fundamentals, mapping the customer journey, building reporting and data dashboards, selecting, and implementing systems, and designing processes, with a view to ultimately building and leading a small, high-performing customer service team.
Key Responsibilities:
1. Lead the creation of a brand new customer service function, reporting into the senior leadership team.
2. Design and implement customer service processes, systems and best practices from scratch.
3. Work with operational teams to understand current customer touch points and identify areas for improvement.
4. Set up reporting structures and customer data tr...