Service Excellence Manager
14 hours ago
This is a pivotal leadership role designed for an experienced and dynamic professional who can lead and elevate our client's customer service operations.
You will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise.
This role requires a hands-on manager who thrives in a technical, trade-focused environment, with strong people leadership, process improvement, and problem-solving skills.
Key Responsibilities:
- Lead and develop a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
- Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate expert advice.
Customer Experience Strategy & Process Improvement
- Develop and implement customer service policies, programs, and procedures to enhance the customer experience and align with company goals.
- Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
- Liaise closely with internal teams to streamline workflows, resolve escalated issues, and ensure a seamless response to customer expectations.
Technical Customer Relations & After-Sales Support
- Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction and gather vital feedback.
- Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions.
- Work collaboratively with service agents and internal units to identify trends in customer feedback, modifying and improving service offerings.
Required Skills & Qualifications
- A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry.
- Bachelor Degree or Equivalent.
- Experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- Demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with strong coaching and mentorship skills.
- Exceptional communication and interpersonal skills, with the ability to build rapport with customers and liaise effectively with internal staff.
- A proactive, problem-solving mindset with a focus on continuous improvement and customer satisfaction.
- Solid administrative skills and proficiency with CRM systems and standard office software.
How To Apply
Applicants should submit their resume and cover letter outlining their suitability for this role.
Please note that only shortlisted candidates will be contacted.
Key Skill: Team Leader
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