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Location: Manchester, UK
About The Role
The Customer Service Lead is responsible for supervising, motivating and developing a team of Customer Service Specialists. This individual will manage the Service Delivery activities in line with agreed SLAs. Specific activities include overseeing day-to-day CS operational activities, creating monthly and ad hoc reporting packs, facilitating CRM meetings and ensuring customer service commitments are met or exceeded. In addition to this, the individual will drive the continuous improvement of Customer Service activities.
About Your Responsibilities
- Supervise the Customer Service activities (as per the defined Service Offering) of up to 12 team members.
- Manage the priorities and work of the team to ensure effective operations performance standards (KPIs) and committed customer service levels (SLAs) are met or exceeded.
- Analyze customer feedback and data to identify trends and areas for improvement in products, services, and processes.
- Deliver specific accounting project tasks as required.
- Support development and implementation of policies and procedures to drive positive change and ensure that the team is up to date with company policies, procedures, and product/service offerings.
- Ensure the integrity and timely delivery of all internal and external reporting, both scheduled and ad-hoc requests.
- Resolve complex customer issues and complaints with a calm, professional, and solution-oriented approach.
- Direct and motivate professional staff in performance management and personal development.
- Drive continuous improvement of operational and system efficiencies.
- Undertake monthly performance management activities which support the delivery of effective outputs.
- Collaborate with other departments (sales, marketing, product management) to address customer needs and improve the overall customer experience.
- Implement customer service strategies to enhance customer satisfaction and loyalty.
What You Need
- Bachelor’s degree or equivalent experience preferred.
- Proven experience in a customer service or leadership role with strong understanding of customer service processes.
- Experience with customer service software and CRM tools, e.g. C4C.
- Experience in people management.
- Manufacturing background.
- Ability to assess the impact of all tactical decision-making relating to the entire Quote and Order Management cycle.
- Ability to plan, organize, initiate and drive solutions to complex operational issues.
- Knowledge of SAP, specifically the SD modules.
- Multiple Languages desired (proficiency in English and others relevant to the region).
- Availability to travel to multiple sites if needed.
About Your Benefits
- Bonus structures (depending on company and personal performance)
- Family friendly policies
- Pension: 4% employee contribution, 6% employer contribution
- Life Assurance: 3x salary (if not in company pension, then it is 1x salary)
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