Customer Service Manager

Location Greater Manchester
Job Type Full time
Salary £38000 - £45000 per annum + + Benefits
Contact Peter Baker
Call Peter
Email email Peter
Reference 12956_1614958315
This role will be hybrid working - mostly office-based, with weekly WFH (possible 2 days a week WFH). Salary up to £45k base (DoE) + annual bonus to to 20%.

We are helping our client find an outstanding people manager/culture ambassador, who has a proven ability to build a high-performance team.

The Role:

This team will drive sales performance and customer success by maximising the enquiry-to-order conversation rates across the entire business. Our client has ambitious growth plans and a reputation for delighting their customers, and this role will be pivotal to this success.

The successful candidate will instil an intensity and collective desire to ensure customer enquiries and requests are responded to quickly, in a friendly and professional manner in a controlled manner. They will work with the customer service team, commercial and marketing managers, and all surrounding stakeholders to develop the people, processes, and systems so that they can become more proactive in sales generation.

Who is the ideal candidate?

The ideal candidate will be a brilliant manager, someone with a high level of self-awareness and a growth mindset. They will Define clear roles, responsibilities and objectives linked to overall company objectives and values and provide a clear framework within which people can operate.

They will possess the ability to train the team to a very high level of competence, use data and feedback to build trust and performance, create opportunities for those achieving their goals, and tackle underperformance when required. Time management skills are also essential, to balance workload and leading the team… and they should have the ability to make work fun and rewarding for their team!

In order to continuously improve value generation and service levels, the ideal candidate will be process-driven, with experience in mapping out and optimising processes, using data to drive performance and decisions, and effectively using technology to improve efficiency and output.

Working across the entire value chain, they will have the ability to identify root causes of problems and build bridges across the company to overcome them.

Forward planning for future growth is a large part of the role, and the ideal candidate will become an innovation incubator practitioner, requiring an ability to coach others to identify, develop, and implement ideas (including preparing and presenting business cases for investment).

Due to business growth in EU markets, a good, working knowledge of German would be incredibly beneficial, as will experience with SAP.

Skillset: engineering (ideally construction) and contract pricing or construction product manufacturing background also considered or B2B customer service background where candidates are used to dealing with high volume. German language and SAP would be nice to have but not essential. This person needs to be a good problem solver and "roll up their sleeves type person".