Customer Service Manager

Brentford

The Opportunity

We have an exciting opportunity for a highly motivated and experienced Customer Service Manager to manage our small tight knit team at our Brentford office. Following a period of high investment in the team with a brand new CRM system and Contact Centre technology platform you will play a crucial role aiding the continued implementation as well as the management of the customer service and administration team.

Keys aspects of the role include:

• Lead the implementation and delivery of a standardised sales office process for the business units in the region working closely with the relevant teams to ensure alignment with our ERP system and other regions.

• Work closely with the Sales/Commercial Managers to ensure results are achieved at both a business unit and regional level by aligning the activities of the contact centre in accordance with the commercial strategy.

• Manage the customer service and sales administration and ensure they provide a professional customer focused service which meets the needs of the business.

• Monitoring performance of the teams to ensure they are being proactive and effective.

• Ensure call coaching activities are undertaken for all teams in the contact centre.

• Monitor all processes within the Regional Customer Centre through the implementation, measurement, and reporting of SLAs and KPIs, fostering a culture of continuous improvement.

Who you are

• Experience of people management within a customer service environment.

• Experience of working within large, complex, matrix organisations across multiple sites with multiple products, serving a diverse group of customers and routes to market

• Strategic thinker, able to consider external factors and impact of local decisions

• Demonstrable track record in nurturing talent and developing future leaders within the organisation

• Stakeholder management at senior level

Benefits

• 💰 Competitive Salary, plus bonus, hybrid working, 25 days holiday + your local bank holidays (with options to increase) and other benefits - all recognising the contribution you bring

• ❤️ Be valued and supported, working as part of a highly respected aggregates team in a business that has a huge focus on Health & Safety

• 📚 Opportunities for career progression both at home and abroad (via our parent company Holcim)

• ⭐️ Join our affinity groups selected by and populated by our employees which bring together employees with similar backgrounds and interests to have powerful influence on the workplace

• 🏠 Staff discounts including special rates for garden landscaping products

We are committed to building a diverse environment and are proud to be an equal opportunity employer. You will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, disability or age.