Customer Services Manager

Manpower are representing a company who pride their-selves on a People First philosophy and an Employee Ownership model that contributes to our unrivalled customer service. Their team, based across six nationwide sites, supplies Mechanical Services Contractors, Commercial Fire Sprinkler Contractors, Dry and Wet Riser Contractors, and Residential Fire Contractors, providing next-day delivery while feeling empowered, valued, and motivated.

If yes, then we might be the right fit for you!

• Oversee daily operations of the Customer Service department, ensuring efficient work flows and high-quality service while allocating daily tasks and leading morning briefings.
• Lead, mentor, and supervise a team of Customer Service Representatives, fostering a positive work environment.
• Analyse customer feedback and performance metrics to identify areas for improvement and implement necessary changes striving for a 98% plus customer service rating.
• Communicate effectively with customers to address inquiries, resolve issues, and ensure satisfaction.
• Collaborate with other departments to streamline processes and improve overall customer experience.
• Manage escalated customer complaints with professionalism and empathy, ensuring timely resolution.
• Prepare reports on team performance, customer satisfaction levels, and operational efficiency's.
• Manage team workload and support where necessary with the processing of sales orders.
• Hold quarterly one-on-one team meetings.

About You

To be considered for this role, you should possess the following skills and experience:

• Experienced leader who has led teams in a fast-paced environment.
• Strong communicator skilled at various types of conversations from team briefs to one-on-one discussions.
• Great problem solver who can work with their teams to overcome challenges.
• Enjoy developing teams.
• Proven ability to analyse data effectively to inform decision-making processes.
• Capability to manage multiple tasks while maintaining attention to detail.
• Hands-on approach; willing to get involved alongside the wider team.
• Thrive on providing outstanding customer service and enhancing the customer experience.
• Take pride in building on existing and new customer relationships.
• Experience in SAGE is advantageous but not essential.

• 25 days annual leave + bank holidays
• Competitive salary
• Statutory pension
• Quarterly "Rely On Me" bonus
• Company performance-related bonus scheme
• Share purchase scheme
• On-site parking
• An inclusive, fun, and supportive environment