Service Excellence Manager
14 hours ago
About the Role
">- We are seeking an experienced and dynamic Customer Service Manager to lead and elevate our client's customer service operations.
- This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment.
The ideal candidate will oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise.
">Key Responsibilities:
">Team Leadership & Development">- Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
- Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team handles complex technical inquiries and provides accurate, expert advice.
- Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and align with company goals.
- Analyse key performance metrics to drive operational efficiency within the customer service centre, improving call handling times, first-contact resolution, and service quality.
- Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.
- Act as a key point of contact for escalated customer issues, utilising your problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
Requirements
">- 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.
- Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- A challenging and rewarding role in a dynamic organisation.
- Ongoing training and professional development opportunities.
How to Apply
">Please submit your resume and a cover letter outlining your suitability for this role. Please note that only shortlisted candidates will be contacted.
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