customer service manager in smethwick

25 July 2018
laura wileman, randstad business support
job type
£ 38,000 - £ 40,000 per year
apply now

smethwick, west midlands
secretarial & admin
job type
working hours
£ 38,000 - £ 40,000 per year
reference number
laura wileman, randstad business support
apply now

job description

Are you an experienced Customer Service Manager looking for your next opportunity? Is delivering excellent customer service at the heart of everything you? Do you want to work in a fun and fast paced environment? If so, please read the below:


* Permanent position
* £38,000 - £40,000
* Progression opportunities
* Parking on-site
* Smethwick

Main Purpose - Customer Response manager

To ensure all teams deliver an exceptional customer service experience to all of the clients customer base


* To ensure exceptional customer service is delivered at all times by both the help-desk teams and first point of contact team
* Monitor and report on Customer Satisfaction Survey (CSS) results identifying areas for both positive recognition and corrective action to be applied.
* Interpretation and understanding of data
* Must address all manipulation of data
* To provide 2nd level escalation of customer service issues and where required attend customer sites to discuss appropriate corrective action
* To monitor commercial performance of the department - providing guidance to sales and service management on areas for further investigation and the application of appropriate corrective action
* To manage all aspects with the service administration function - including but not limited to, service control, Line 1 and Out of Hours service control, service admin, contract admin, warranty admin
* To manage, develop, motivate and foster dialogue with all personnel within the service administration function ensuring clear and achievable performance targets are set and monitored that reflect the overall business objectives and goals
* To monitor appropriate service admin departmental KPI performance (Work In Progress, On-Time Servicing, Ad-Hoc quote conversion etc.) against target and apply appropriate corrective actions where required
* To ensure, in relation to the actions of these business functions, that department budgetary and performance targets are met
* To forge a strong interdependent working relationship with all other service departments helping to identify and promote best practice
* Ensuring that all Health & Safety and Environmental procedures are followed at all times and maintain general housekeeping rules. Ensure familiarity with the requirements of BS EN ISO 9001:2000 and 14001:2004
* The above list is not exhaustive and from time to time there may the need for ad-hoc duties as required the Service Director to ensure the smooth running of the department.


* Customer Response Manager experience ideally within engineering, parcel or manufacturing environment
* Analytical problem solving skills
* Must be able to identify manipulation of data
* Must be able to undertstand and interpret data
* Must have managed teams before (10 people )
* Knowledge of SAP systems
* Proven ability to set clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; monitors performance against deadlines and milestones
* Focuses on customer needs and satisfaction; sets high standards for quality and quantity ; works in a systematic way to achieve project goals.
* Excellent communication skills, with customer service at the heart of what you do

Inteviews are taking place next week, please apply today!

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.


please see the advert

educational requirements

high school