Customer Care Manager
Full-time - 40 hours per week
Regular Working Hours: Monday–Friday between 8am and 5pm
Ready to Lead a Team That Puts People First? Are you passionate about creating exceptional customer experiences and inspiring others to do the same? Do you thrive in a fast-paced environment where every day brings new opportunities to innovate, improve, and make a real impact? If so, this is your moment!
This is your chance to build and develop a high-performing team, drive meaningful change and play a pivotal role in enhancing the customer journey across the business. If you’re a strategic thinker, a natural leader, and someone who believes exceptional service isn’t just delivered—it’s crafted—then we’d love to hear from you. Step into a role where your ideas matter, your leadership shines, and your work makes a difference every single day.
OBJECTIVE/PURPOSE
As Customer Care Manager, you’ll develop a highly motivated, professional, friendly, and knowledgeable Customer Care Team, who are focused on going above and beyond to meet the needs and expectations of customers and clients. You’ll be responsible for shaping the customer experience strategy, managing day-to-day operations - developing new service procedures, policies, and standards as required, and ensuring that every interaction reflects the company’s values of transparency, responsiveness, and care.
PRINCIPAL ROLES AND RESPONSIBILITIES
* Lead and inspire the customer care team to deliver exceptional service via email and telephone ensuring the company’s Guaranteed Service Standards are always met.
* Monitor performance metrics and drive continuous improvement – working with the Data Analyst to develop and implement an effective framework for monitoring customer satisfaction and team performance against suitable KPIs.
* Handle escalated customer issues and complaints with empathy and efficiency,ensuring timely resolution and proactively implementing any lessons learnt to improve future service delivery.
* Collaborate with cross-functional teams (billing, finance and technical support) to enhance the customer journey.
* Use customer feedback and data analytics to identify trends and recommend strategic improvements.
* Recruit, train, and develop team members to build a high-performing, customer focused culture.
* Ensure compliance with industry regulations and company policies.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Essential:
* Proven management and supervisory experience in customer service.
* Customer service orientated with strong customer communication skills, including the ability to handle difficult conversations confidently and with diplomacy. Previous experience in a client liaison or customer service role at a senior level is essential.
* Self-starter, driven by success and able to work well under pressure.
* Strong people management and coaching skills.
* Ability to think strategically and to lead, motivate and develop a successful team during a time of growth and change.
* Excellent communication and interpersonal abilities with a demonstrable ability to establish and maintain excellent working relationships with a wide variety of key stakeholders, including clients, contractors, and customers.
* Excellent written communication skills.
* Analytical mindset with experience using CRM systems and customer service metrics.
* Excellent IT skills proficient with Microsoft Office Suite and able to quickly learn new software.
* Organised and methodical with the ability to prioritise and manage multiple priorities in a fast-paced environment.
* Passion for delivering exceptional customer experiences.
* Demonstrable ability to develop and manage KPIs, with a proven track record of achieving KPI targets.
* Keen to progress own career with a strong desire to learn and develop knowledge and skills.
We endeavour to reply to all applications, however, if you haven`t heard from us within 7 days, you have been unsuccessful with this particular role. You are very welcome to apply to future advertisements placed by Grafters Recruitment Consultants / Grafters Accountancy Personnel