Save Job Back to Search Job Description Summary Similar JobsLead and transform customer service operations.Drive excellence and improve customer experience.About Our ClientThe business is a dynamic, fast-paced organisation that specialises in delivering high-quality services across multiple sectors, with a strong focus on customer satisfaction and operational efficiency. It operates in a complex, supply chain-driven environment, offering innovative solutions to meet customer needs while continuously improving processes. With a commitment to excellence, the business values its people and fosters a collaborative culture aimed at driving growth, innovation, and transformation.Job DescriptionLead and manage the Customer Service team, ensuring effective people management, coaching, and ongoing development to maintain a high standard of service across all sites.Serve as the primary internal liaison between the Customer Service department and other business functions, ensuring the customer's voice is represented in key business decisions.Champion customer satisfaction, ensuring it remains at the forefront of internal discussions, policies, and decision-making processes.Support the implementation of a new system, ensuring the team is well-prepared, trained, and aligned with operational goals during the transition.Manage and resolve conflicts between internal teams, promoting a collaborative and customer-first mindset while finding solutions that benefit the business and customer alike.Monitor and report on customer service performance, using insights to suggest improvements and adjustments to processes, systems, and team structure.Foster strong relationships with key stakeholders across departments, advocating for customer needs and aligning service delivery with broader company objectives.The Successful ApplicantProven experience in people management (managing managers is a must have), with a strong ability to lead, develop, and motivate teams to deliver exceptional customer service.Strong background in customer service operations, within a contact centre environment, with an understanding of supply chain and service delivery.Ability to serve as a trusted internal liaison, effectively bridging communication between customer service and other departments to champion customer needs.Experienced in managing and navigating differing priorities between internal teams, always maintaining a focus on achieving the best outcomes for both the customer and the business.Excellent communication skills, with the ability to influence and align senior stakeholders to the customer-first approach.Experience with system implementation and adapting teams to new tools and processes while ensuring minimal disruption to service.Data-driven approach with the ability to monitor KPIs and utilise insights to make informed decisions that drive continuous improvement.What's on OfferAn approximate salary range of £49,500 - £60,500 GBP per annum.Additional car allowance benefit.A supportive work environment with opportunities for professional development.Generous holiday leave and flexible working options.Hybrid working 3 days on site and 2 days at home (Travel, but main base must be Staffordshire)ContactKaty BevanQuote job refJN-022025-6665328Phone number+44 151 255 3751Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorBusiness ServicesLocationStaffordshireContract typePermanentConsultant nameKaty BevanConsultant phone+44 151 255 3751Job referenceJN-022025-6665328
