We are looking for a highly experienced Customer Service Manager to join a successful and growing business in Brackley. The role is full time and permanent offering a salary of between £44,000 to £46,000. Based onsite you will be supporting and managing a small team, managing key accounts, overseeing service delivery and maintaining strong client relationships.
Key Skills Required for the Customer Service Manager:
* Lead, manage, and support the Key Account Administration team, culturing a positive working environment to enhance performance and development
* Build and maintain strong, effective relationships with a portfolio of Key Accounts
* Take full ownership of national and key account contracts, ensuring work is allocated, managed, and delivered in line with agreed KPIs
* Handle escalations, complaints, and service issues, ensuring timely resolution and driving continuous improvement
* Oversee contract renewals and monitor ongoing account performance to maximise client satisfaction and retention
* Manage invoicing processes for Key Accounts, ensuring accuracy and the timely processing of payments to franchisees
* Support the onboarding and training of new team members
* Manage and continuously enhance team processes to ensure alignment with customer requirements and operational efficiency
* Produce and deliver insightful weekly and monthly performance reports to senior management
* Support the onboarding and training of new franchisees, including coordination of logistics and materials
* Provide day-to-day support to franchisees, including systems guidance, handling enquiries, and maintaining effective communication
* Deliver training to franchisees on operational systems and processes
* Provide operational support to Regional Development Managers and engineers
* Support corporate locations with debt management and quote follow-up activities
* Support the planning and delivery of Reunion events, including content development and coordination
Key Skills Required for the Customer Service Manager:
* Proven experience in managing a customer service team
* Experience managing in a contact or call centtre would be an advantage
* Strong, collaborative leadership experience
* Adaptable in a changing environment
* Able to prioritise and manage multiple tasks
* Ability to create and nurture a positive culture
* Experience in managing high volume, fast paced customer service environment
* Proficient IT skills
* Proactive mindset, with excellent problem solving skills
* Highly organised with meticulous attention to detail
* Confident communicator, able to build strong relationships
* Full UK driving licence
What's in it for you?
* Salary £44,000 to £46,000
* Based onsite Mon - Fri 8.30 - 5.00 pm (30 mins lunch)
* 23 days hol + bank hols (you can also buy and sell hols days)
* Birthday day off (after one year service)
* Training, development and progression
* Annual performance and company related bonus
* Associate days, socials
* Associate equity program
* Plenty of free parking
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