Customer Service Manager

We are looking for a highly experienced Customer Service Manager to join a successful and growing business in Brackley. The role is full time and permanent offering a salary of between £44,000 to £46,000. Based onsite you will be supporting and managing a small team, managing key accounts, overseeing service delivery and maintaining strong client relationships.

Key Skills Required for the Customer Service Manager:

Lead, manage, and support the Key Account Administration team, culturing a positive working environment to enhance performance and development
Build and maintain strong, effective relationships with a portfolio of Key Accounts
Take full ownership of national and key account contracts, ensuring work is allocated, managed, and delivered in line with agreed KPIs
Handle escalations, complaints, and service issues, ensuring timely resolution and driving continuous improvement
Oversee contract renewals and monitor ongoing account performance to maximise client satisfaction and retention
Manage invoicing processes for Key Accounts, ensuring accuracy and the timely processing of payments to franchisees
Support the onboarding and training of new team members
Manage and continuously enhance team processes to ensure alignment with customer requirements and operational efficiency
Produce and deliver insightful weekly and monthly performance reports to senior management
Support the onboarding and training of new franchisees, including coordination of logistics and materials
Provide day-to-day support to franchisees, including systems guidance, handling enquiries, and maintaining effective communication
Deliver training to franchisees on operational systems and processes
Provide operational support to Regional Development Managers and engineers
Support corporate locations with debt management and quote follow-up activities
Support the planning and delivery of Reunion events, including content development and coordination

Key Skills Required for the Customer Service Manager:

Proven experience in managing a customer service team
Experience managing in a contact or call centtre would be an advantage
Strong, collaborative leadership experience
Adaptable in a changing environment
Able to prioritise and manage multiple tasks
Ability to create and nurture a positive culture
Experience in managing high volume, fast paced customer service environment
Proficient IT skills
Proactive mindset, with excellent problem solving skills
Highly organised with meticulous attention to detail
Confident communicator, able to build strong relationships
Full UK driving licence What's in it for you?

Salary £44,000 to £46,000
Based onsite Mon - Fri 8.30 - 5.00 pm (30 mins lunch)
23 days hol + bank hols (you can also buy and sell hols days)
Birthday day off (after one year service)
Training, development and progression
Annual performance and company related bonus
Associate days, socials
Associate equity program
Plenty of free parking