Customer Service Manager

Position: Customer Service Manager

Department: Engineering

Location: Field-based

Reports To: Customer Services Director

Team Managed: Depot Operators, Field Engineers, Driver Installers

Salary / Package

Basic Salary - £55,000 - £60,000
Company Car
Benefits: Pension (Employee 5%, Employer 3%), Corporate Eyecare, Discretionary Benefits (Group Life Assurance, Private Medical Insurance after probation).

Role Overview:

We are seeking an experienced Customer Service Manager to support the Customer Services Director in developing and executing customer service operations and risk strategies. This role involves overseeing field-based activities, ensuring operational efficiency, safety, and compliance, while contributing to business strategy and risk management.

Key Responsibilities:

• Implement and align customer service policies with business objectives.
• Lead projects, coordinate service functions, and manage risks.
• Monitor service quality, manage budgets, and ensure performance targets are met.
• Provide leadership and guidance to team members to drive improvement and efficiency.
• Ensure adherence to Standard Operating Procedures (SOPs) and collaborate on cost-effective solutions.
• Participate in out-of-hours on-call management as needed.

Field Engineers:

• Coordinate engineer deployments and ensure productivity targets.
• Provide daily support and conduct debriefs to improve service quality.
• Work on site surveys for complex projects and maintain customer relationships.

Depot Operators:

• Ensure effective deployment of Driver Installers, maintaining high productivity.
• Oversee fleet tracking and depot maintenance.

People & Performance Management:

• Develop training plans and ensure staff compliance with safety and operational standards.
• Conduct audits and manage the induction process for new hires.

Required Skills & Experience:

• Senior-level operations management experience in engineering or hire/B2B environments.
• Strong people management, communication, and IT skills.
• Ability to develop customer-focused solutions and drive continuous improvement.

Core Competencies:

• Communication, Teamwork, Leadership, Customer Focus, Technical Skills, Health & Safety, Resilience, Results Delivery.

Company Values:

We value Respect, Accountability, Teamwork, Commitment, and Integrity in all our operations.

Customer Service Manager - Haydock
Customer Service Manager - Haydock
Customer Service Manager - Haydock

Calibre Search promote equality in the workplace and we welcome applications from all suitably skilled or qualified candidates regardless of their sex, race, disability, religion/beliefs, sexual orientation or age. We act as both an employment agency and employment business.