Customer Service Manager

Alliance Automotive Group (AAG) is a leading distributor of passenger and commercial vehicle parts to the independent automotive aftermarket in Europe. It operates in France, the U.K., Ireland, Germany, the Netherlands, Belgium, Spain, Portugal, Poland, Hungary and Romania. The company is a wholly-owned subsidiary of Genuine Parts Company (GPC), the largest global automotive replacement parts distributor with activities in North America, Europe, and Australasia.

AAG’s network serves thousands of customers across Europe supported by a logistics infrastructure of 75 Distribution Centres, approximately 2,550 Stores and thousands of vehicle repairers, body shops and auto‑centres. AAG has a revenue of 3.4 billion euros with over 17,000 employees. Learn more ianceautomotivegroup.eu

Are you passionate about delivering exceptional customer experiences? Do you have a knack for leading teams to success? We’re looking for a dynamic and driven Customer Service Manager to join our E‑Commerce team in Rotherham! This is your chance to make a real impact by leading a dedicated team of Customer Service Advisors, ensuring that every interaction reflects our commitment to excellence.

If you thrive in a fast‑paced environment and have a strong background in team management, this could be the perfect role for you!

As our Customer Service Manager, you’ll be at the forefront of our mission to deliver outstanding service, focusing mainly on our B2C sales through eBay and via our websites. You’ll lead, inspire, and develop a team of Customer Service Advisors, ensuring they’re equipped with the skills and motivation needed to exceed expectations. Your role is crucial in making sure our service levels and KPIs are consistently met, while fostering a positive and growth‑oriented environment for your team.

We’re seeking a leader with a proven track record in customer service management, whether from retail, a contact centre, or a related field. You should be someone who prioritises team wellbeing, engagement, and development. Here’s what you’ll need to succeed:

• Leadership
  
  Experience:
  
  You’ve managed a team before and know how to keep them motivated, engaged, and aligned with company goals.
• Communication
  
  Skills:
  
  You’re a strong communicator, able to manage expectations, handle challenging conversations with professionalism and empathy.
• Decision‑Making Ability: You can make quick, confident decisions in a fast‑moving environment, ensuring that any issues are resolved swiftly and effectively.
• Analytical Mindset: Your detail‑oriented and enjoy analysing data to find areas for improvement, always looking for ways to enhance efficiency and service quality.

In this role, your responsibilities will be varied and impactful. Here’s some of the ways you’ll be contributing to our success:

• Lead and Inspire the Team: Motivate and manage the customer service team to consistently deliver exceptional service and meet company objectives.
• Shift Leadership: Lead shifts, ensuring that service levels are consistently met and that the team is aligned with daily goals.
• Team Development: Oversee the training and ongoing development of team members, ensuring they have the skills and knowledge to excel.
• Customer Satisfaction: Handle escalated queries and complaints, turning challenges into opportunities for positive outcomes.
• Performance Monitoring: Track team performance, monitor key metrics, and implement improvement plans where necessary.
• Continuous Improvement: Identify trends, conduct root cause analysis, and suggest enhancements to processes for better efficiency and customer satisfaction.
• Quality Assurance: Regularly review individual customer interactions, ensuring high standards are maintained across all communication channels.
• Data Analysis: Generate and analyse reports to support decision‑making and drive performance improvements.
• Expert Support: Serve as the go‑to expert for all customer service‑related queries, providing guidance and support to your team.
• Process Development: Create and refine processes that boost the overall performance and efficiency of the customer service…