Full job descriptionPermanent
Customer Service Manager
Based in Aylesbury
Hybrid
up to £45,000 pa

Our client are looking to recruit a Customer Service Manager to lead and motivate the Customer Service team to deliver a consistently high standard of customer care, ensuring accurate timely order processing and effective end-to-end management of customer queries and after care.

Leading a dedicated customer care team that ensure the smooth processing of customer orders, communicating effectively with both internal and external customers.
Proven stakeholder management skills are required as you will work closely with other internal departments and stakeholders to seek the right resolution outcome in relation to any customer related issues relating to deliveries, shortages, damaged goods, returns and invoicing.

Providing support to a small team, ensuring any issues are resolved offering one to one mentoring and support to team members to ensure continuous professional growth and an accountable high-performance culture.
Hold regular team meetings to communicate priorities, performance, risks and key business updates.

Proactively manage the end-to-end processes by monitoring and communicating process performance. Be the instigator of process improvement by making recommendations to senior management stakeholders that streamline and enhance working practices and procedures, ensuring they are efficient and consistently followed.
Provide accurate management information, KPIs and metrics to share team performance, trends, risks and improvement opportunities.
Support Customer Service projects and change activity as required, ensuring the team is engaged and changes are embedded.
Ensure compliance with Sarbanes-Oxley (SOX) controls through all relevant Customer Service transactions and procedures.

Through stakeholder management, a supportive approach to a variety of teams to identify improvements, to resolve systemic causes of customer issues.
Build and maintain strong relationships with key customers, including customer visits where appropriate. The ability to engage, understand the customer requirements through effective communication.
Oversee the team’s administration of warranty service contracts and chargeable call outs, including renewal tracking, timely customer notifications, and internal coordination (e.g. documentation and invoicing requests) in line with agreed policy and timescales.
Ensure appropriate tracking and visibility of warranty contract status and related queries (via team reporting), escalating exceptions and recurring themes to support process improvement

*Proven hands-on leadership with a pragmatic management style.
*Ability to support the team whilst managing competing demands and priorities.
*A good understanding and experience of working with metrics and performance measures to drive improvement.
*Strong communication skills and able to successfully interact with customers, team members and internal partners to achieve shared goals.
*A tech background with a good commercial understanding and the role customer service plays in delivering commercial results.
*A strong and collaborative work ethic with a solutions-focused approach.
*Intermediate level of professional experience of working in a similar position.
*BTEC level 5 Diploma in Customer Service.
*Computer literate with strong MS Excel skills.
Please let us know if we need to make reasonable adjustments to our process, please let us know about how we can best support you and make the adjustments that may be needed.

Altitude-Recruitment acting as an Employment Agency and Employment Business.