Customer Service Manager

Location Worthing
Job type: Permanent Full Time
Job ref: 005947
Published: about 1 month ago

What You'll Be Doing:


This is a diverse role, and no two days are the same. Your key responsibilities will include:

  • Driving the day-to-day operation to ensure all UK and International orders are shipped on time and all customer queries are handled promptly
  • Leading a team of 10 Customer Service Agents, ensuring they have the knowledge, tools and direction they need to provide excellent customer service
  • Embed a continuous improvement framework, including timely complaint resolution and a plan to implement and report long-term fixes
  • Develop communication and change management plans so your team are fully informed about new products and business initiatives
  • Partnering with key stakeholders in Commercial to gather valuable feedback from our customers and improve the service offering
  • Liaise with colleagues across Production, Regulatory, Quality, Supply Chain, Finance, IT and Marketing to ensure our customers are at the heart of decision-making
  • Develop a reporting framework to ensure your team and the wider business have real-time visibility of performance versus our key metrics
  • Support the Head of Global Services with the implementation and global rollout of the new CRM system and omnichannel platform

What We Can Offer You:

  • Private healthcare
  • Wellbeing allowance up to £300.00 a year
  • Monthly yoga sessions and quarterly massages
  • Annual programme of fun events
  • On site restaurant
  • Enhanced maternity & paternity leave