Customer Service Manager

Customer Service Manager / Head of Customer Services Daventry | £50k £60k | Hybrid | Permanent Pimlico Banks Recruitment are working with an established business in Daventry looking for an experienced Customer Service Manager / Customer Services Manager to lead and further develop its customer service function. You'll take responsibility for an established customer service and sales administration team, with a wider remit covering customer experience, CRM systems and continuous improvement.

The role would suit an experienced Customer Service Manager looking for more responsibility and the opportunity to progress towards a broader Head of Customer Se rvices remit.

The Role You'll be responsible for the team, customer service performance and the continued development of the function.

Key responsibilities include:

Leading, supporting and developing the customer service and sales administration team Maintaining and improving customer service standards and performance Developing customer service processes and ways of working Managing customer enquiries across phone, email and digital channels Handling escalations and more complex customer issues Using root cause analysis to reduce recurring complaints and service issues Monitoring KPIs, SLAs, response times and customer satisfaction Developing and improving CRM usage, workflows, data quality and reporting Working closely with Sales, Operations and Finance Using customer feedback and service data to identify improvements Reporting on customer service performance to senior management Supporting the development of consistent customer service standards across the wider group About You We're looking for someone with strong experience leading a B2B customer service function.

You'll need:
Experience managing and developing a customer service team Strong CRM experience Microsoft Dynamics, Salesforce or similar A track record of improving customer service processes and performance Experience working with KPIs, SLAs and customer satisfaction measures Confidence handling escalations and complex customer issues Strong communication and stakeholder management skills

Good analytical and problem-solving skills The ability to work effectively across different business functions You may currently be working as a Customer Service Manager, Customer Services Manager, Customer Experience Manager, Sales Support Manager or Head of Customer Services. The Opportunity You'll take responsibility for an established customer service team, with the scope to continue developing processes, systems and service standards. Over time, the remit will expand to support the development of customer service across the wider group.

Benefits Salary of £50k £60k Hybrid working initially 4 days office / 1 day home, moving to 3/2 25 days' holiday plus bank holidays Holiday buy and sell scheme Pension EV salary sacrifice car scheme Private medical insurance Life assurance If you're an experienced Customer Service Manager looking for a role with greater responsibility and scope to develop, we'd be interested in hearing from you.

Apply now for further information and immediate consideration.