Customer Service Manager

Customer Service Manager

We are looking for a highly experienced Customer Service Manager to join a successful and growing business in Brackley. The role is full time and permanent offering a salary of between £44,000 to £46,000. Based onsite you will be supporting and managing a small team, managing key accounts, overseeing service delivery and maintaining strong client relationships.

Key Responsibilities

• Lead, manage, and support the Key Account Administration team, cultivating a positive working environment to enhance performance and development
• Build and maintain strong, effective relationships with a portfolio of Key Accounts
• Take full ownership of national and key account contracts, ensuring work is allocated, managed, and delivered in line with agreed KPIs
• Handle escalations, complaints, and service issues, ensuring timely resolution and driving continuous improvement
• Oversee contract renewals and monitor ongoing account performance to maximise client satisfaction and retention
• Manage invoicing processes for Key Accounts, ensuring accuracy and the timely processing of payments to franchisees
• Support the onboarding and training of new team members
• Manage and continuously enhance team processes to ensure alignment with customer requirements and operational efficiency
• Produce and deliver insightful weekly and monthly performance reports to senior management
• Support the onboarding and training of new franchisees, including coordination of logistics and materials
• Provide day-to-day support to customers, including systems guidance, handling enquiries, and maintaining effective communication
• Deliver training to franchisees on operational systems and processes
• Provide operational support to Regional Development Managers and engineers
• Support corporate locations with debt management and quote follow-up activities
• Support the planning and delivery of Reunion events, including content development and coordination

Key Skills and Qualifications

• Proven experience in managing a customer service team
• Experience managing in a contact or call centtre would be an advantage
• Strong, collaborative leadership experience
• Adaptable in a changing environment
• Able to prioritise and manage multiple tasks
• Ability to create and nurture a positive culture
• Experience in managing high volume, fast paced customer service environment
• Proactive mindset, with excellent problem solving skills
• Highly organised with meticulous attention to detail
• Confident communicator, able to build strong relationships
• Full UK driving licence

Salary and Benefits

• Salary £44,000 to £46,000
• Based onsite Mon - Fri 8.30 - 5.00 pm (30 mins lunch)
• 23 days holiday + bank holidays (you can also buy and sell holiday days)
• Birthday day off (after one year service)
• Training, development and progression
• Annual performance and company related bonus