Customer Service Lead – Greater Manchester

Simon Acres Recruitment are looking for a highly self-motivated and driven Customer Service Lead for a Kitchen & Bedroom manufacturer based in Greater Manchester.

Our client has an exciting opportunity for a Customer Service Lead within the business as it continues to expand.

Our client’s plans are to be ready for further growth and this role will be a key driver in delivering the Customer Service aspect of the operation of this business growth.

Our client is a growing and major player within the Kitchen and Bedroom manufacturing industry in the North-west.

This is a strong and real opportunity to be a key contributor to improving quality performance within the business.

Salary: Circa £27,500 per annum

Working Hours: Monday – Friday, 8:00 – 16:30 (No Weekends)

The Role;
• First point of call in dealing with all customer complaints.

• Maintaining close contact with all the relevant team members throughout the business.

• Close liaison with the Procurement/ Sales/Production/Warehouse Departments throughout.

• Escalating to the Operations Manager and relevant departmental leads to agree remedial plan.

• Managing and ensuring delivery of the relevant timelines relating to these remedial plans.

• Maintaining communication to the customer with regular updates and progress reports.

• Create and deliver to the board relevant KIP’s regarding remedials, costs savings, issues log, RFT rates, OTIF rates, costs of repair, and customer escalation risk.

• Analysing the relevant data to identify trends and solutions.

• Processing Sales Orders when required.

Required Skills/Experience;
• Customer service background with a clear understanding of dealing with customer concerns, and creating a positive resolution.

• Advantageous to have experience in the Kitchen and Bedroom manufacturing industry.

• IT literate (Essential).

• Numerate / literate (Essential).

• Excellent verbal and written communication skills.

• Must be conversant with Microsoft Office package, especially Word and Excel.

• Experience of designing /completing and delivering Customer Service KPI’s.

• Able to communicate with customers and colleagues to extract and provide relevant information and solutions.

• ‘Can Do’ and ‘Flexible’ attitude, and be prepared to work with all areas of the business.

• Customer focussed and able to have a sympathetic/empathetic nature when dealing with customers.

• Ability to find speedy solutions at minimal cost to the business when dealing with customers, their complaints, and workstream leads.

• Advantageous to have sales order processing experience.

• Relevant Customer Service qualifications desirable.

Simon Acres Recruitment are acting as the employment agency in relation to this vacancy.