Customer Service Manager

Job Description

The opportunity : Responsible for managing the Customer Service function at the Bristol site, ensuring it operates smoothly, is sufficiently staffed, and consistently achieves company KPIs and quality standards. In this role, you will lead, motivate, and inspire the Customer Service team to achieve high performance levels while driving initiatives that enhance efficiency. Your primary focus will be on fostering a culture of excellence, implementing process improvements, and ultimately contributing to increased profitability through exceptional customer relationships and service delivery.

Key Responsibilities :

• Ensure compliance with customer SLAs, company policies, and data protection regulations
• Proactively manage accounts to anticipate and fulfil customer needs effectively
• Oversee daily customer order management, ensuring seamless communication and exceptional service delivery
• Manage customer finished goods inventory, ensuring timely clearance of aged stock
• Identify and capitalise on opportunities for margin improvement within Customer Service
• Monitor and report department KPIs weekly and monthly to track performance
• Maintain a strong focus on monthly landing figures, actively seeking ways to bridge performance gaps when necessary

Attend meetings and customer visits as necessary to s...