We are seeking an experienced Customer Service Manager to join our South Shropshire client on a full time and permanent basis, in amostly remotecapacity working from the office 1 day per week.

The successful candidate will lead and manage a team of customer service colleagues, ensuring they achieve service levels and key performance targets. As a key person within the operations team, you will contribute to strategic and operational planning to support overall business and quality objectives, while monitoring productivity and work in progress to drive efficiency and continuous improvement.

What you can expect:

Salary: competitive
Working hours: 37.5 hours per week, Monday to Friday
Home based 4 days per week, and 1 day per week in the office
Permanent
23 days annual leave plus bank holidays

What you will be doing:

Review and present SLA performance and data monthly for the senior management team
Oversee daily and weekly reporting to identify and resolve potential SLA risks
Ensure report QA completion to meet month-end revenue targets
Manage resources effectively to meet operational objectives
Maintain strong communication with external customers and provide operational support across the business
Support documentation of key processes, training materials, job descriptions, and competencies
Manage operational impacts of changes, ensuring system/process updates are understood and resourced appropriately with business case support
Be proactively responsible for staff motivation
Responsible for performance management and motivation of team

What we are looking for:

Leadership experience within a customer service environment
Able to effectively manage customers relationships at a senior level
A strategic approach to meeting targets and business plans
Commercial awareness
Track record of managing and planning operational delivery
Exceptional planning and organisational skills
Excellent oral and written presentation skills

Recruitment Direct Leominster Ltd is acting as an Employment Agency in relation to this vacancy. We are an Equal Opportunities Employer. In order to be considered for this role, you must be able to provide proof of your eligibility to work in the UK. If you do not hear back from us then please consider yourself unsuccessful this time.