Customer Service Manager

Position: Customer Service Manager (Permanent)
Location: Leeds ICD

We currently have a vacancy for a motivated team player to join our company as a Customer Service Manager, at our Head Office in Leeds.

The successful candidate will need to have a minimum of 2 years’ experience managing a customer service team withing a manufacturing environment. Ensuring the team deliver an excellent and efficient service to all customers – both internal and external.

Duties/ Responsibilities:

* Manage, mentor and coach the Customer Service Team (through the Team Leaders) to ensure that team members have regular appraisals.

* identify training needs, manage performance improvements and ensure all training is completed

* create processes which enable efficient communication between Customer Service and Production, Procurement and Logistics of important information

* develop and build relationships between Customer Service and the wider business, including Clinical Services and Sales

* represent the Customer Service department at required business meetings

* Any other duties as required for this position.

Required Skills:

* Effective communication and time-management skills are essential.

* A degree or HND in Management (or similar), or a background in the healthcare sector are desirable with strong literacy and numeracy skills.

* Previous experience with process improvement, prioritisation, and organisational abilities to develop and provide business reports.

* Data-driven mindset with experience using and creating KPI’s

Desirable

* Experience supporting ISO 9001 or regulated manufacturing environments

* Experience with RCA tools & CAPA processes

* Experience working cross-functionally with production, quality, engineering, and logistics to resolve complaints and queries quickly and efficiently.

Personal attributes:

* Resilient and calm under pressure

* Proactive and solutions-focused

* Adaptable to changing priorities

* Customer-centric mindset