Position: Customer Service Manager
Department: Engineering
Location: Field-based
Reports To: Customer Services Director
Team Managed: Depot Operators, Field Engineers, Driver Installers
Salary / Package
Basic Salary - £55,000 - £60,000
Company Car
Benefits: Pension (Employee 5%, Employer 3%), Corporate Eyecare, Discretionary Benefits (Group Life Assurance, Private Medical Insurance after probation)
Role Overview:
We are seeking an experienced Customer Service Manager to support the Customer Services Director in developing and executing customer service operations and risk strategies. This role involves overseeing field-based activities, ensuring operational efficiency, safety, and compliance, while contributing to business strategy and risk management.
Key Responsibilities:
1. Implement and align customer service policies with business objectives.
2. Lead projects, coordinate service functions, and manage risks.
3. Monitor service quality, manage budgets, and ensure performance targets are met.
4. Provide leadership and guidance to team members to drive improvement and efficiency.
5. Ensure adherence to Standard Operating Procedures (SOPs) and collaborate on cost-effective solutions.
6. Participate in out-of-hours on-call management as needed.
Field Engineers:
1. Coordinate engineer deployments and ensure productivity targets.
2. Provide daily support and conduct debriefs to improve service quality.
3. Work on site surveys for complex projects and maintain customer relationships.
Depot Operators:
1. Ensure effective deployment of Driver Installers, maintaining high productivity.
2. Oversee fleet tracking and depot maintenance.
People & Performance Management:
1. Develop training plans and ensure staff compliance with safety and operational standards.
2. Conduct audits and manage the induction process for new hires.
Required Skills & Experience:
* Senior-level operations management experience in engineering or hire/B2B environments.
* Strong people management, communication, and IT skills.
* Ability to develop customer-focused solutions and drive continuous improvement.
Core Competencies:
* Communication, Teamwork, Leadership, Customer Focus, Technical Skills, Health & Safety, Resilience, Results Delivery.
Company Values:
We value Respect, Accountability, Teamwork, Commitment, and Integrity in all our operations.
Note: The repetition of 'Customer Service Manager - Haydock' has been removed for clarity.
Calibre Search promotes equality in the workplace and we welcome applications from all suitably skilled or qualified candidates regardless of their sex, race, disability, religion/beliefs, sexual orientation, or age. We act as both an employment agency and employment business.
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