Customer Service Manager

Welcome to First Fence - where security meets innovation!

As industry pioneers in Security and Temporary Fencing, we're all about unbeatable service and competitive prices. Our dedicated team goes above and beyond to exceed customer expectations.

Salary: £34,000 per annum

Hours: 42.5 hours per week, Monday to Friday between the hours of 07:00-18:00

Location: Swadlincote, Derby, DE11 8EA

Why First Fence?

• Same-day delivery across the UK
• Six strategic locations, including our National Distribution Centre
• Extraordinary growth since 2010
• ? Industry innovators setting new standards
  
  

Ready for an exciting journey in a thriving company? Join First Fence, where we're not just securing spaces; we're securing the future. ? #FirstFence #SecurityInnovation #JoinOurTeam

Position

As a Customer Service Manager, you will lead a high-performing team dedicated to delivering exceptional customer experiences. You will oversee daily operations, coach and develop team members, implement service improvements, and ensure all interactions reflect the companys values and commitment to excellence. By fostering a culture of accountability, collaboration, and continuous improvement, you will ensure every customer receives professional, efficient, and caring support.

Key Responsibilities

Team Leadership: Lead, motivate, and coach the customer service team to achieve clear performance goals and boost morale. Foster a customer-first culture by recognising achievements and communicating the impact of their work.

Talent Development & Onboarding: Coach team members with regular feedback, performance reviews, and targeted training. Recruit, train, and assist with onboarding new colleagues, ensuring immediate understanding of products, systems, and service expectations.

Operational Excellence & Analytics: Monitor daily operations to ensure prompt and professional handling of all customer queries. Use performance data (e.g., response time, satisfaction scores) and analytics to identify trends, measure success, and implement improvement plans.

Strategic Improvement: Develop, implement, and standardise service processes and standards consistent with company values. Drive continuous improvement through new technologies and customer feedback systems to enhance service quality and efficiency.

Customer Resolution: Personally handle complex customer escalations using empathy and sound judgment for fair, timely resolutions. Maintain accurate CRM records for data integrity.

Collaboration:

Partner with departments like sales, logistics, and finance to ensure seamless communication and resolve cross-functional issues impacting customers.

Stakeholder Communication: Prepare regular reports for senior management summarising service performance, challenges, and proposed solutions.

Managing People: Follow procedures such as investigations, disciplinaries, wellbeing meetings and related processes following all company policies, collaborating with HR where required.

This list is not exhaustive

Requirements

How You'll Do It:

• Strong leadership, coaching, and communication skills, with the ability to inspire and engage teams.
• Proficiency in CRM systems, SAP, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Excellent problem-solving and conflict-resolution abilities, with a calm and professional approach under pressure.
• Strong analytical skills and ability to interpret performance data to drive improvements.
• Highly organised, detail-oriented, and capable of managing multiple priorities simultaneously.
• Good financial and commercial awareness, with the ability to manage budgets and service KPIs effectively.
  
  

Other Information

Join Us for a Career Beyond Ordinary!

Discover a workplace that values your well-being and success. At First Fence, we're not just offering a job we're offering a lifestyle!

• Benefits Snapshot:
• ? Cycle to Work Scheme
  
  

Discounts and Cash Back Benefits Platform

Holistic Wellbeing Platform

24/7 Employee Assist Programme

33 Days Annual Leave (inclusive of Bank Holidays)

• Employee Product Discounts
  
  

Recognition Rewards

Ready for a career that cares about YOU? Apply now and let's redefine success together! #JoinTheTeam #CareerGrowth #WellnessMatters #FirstFence

At First Fence, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe in the principles of Equality, Diversity, and Inclusion (EDI), and we promote a culture that celebrates individual differences and embraces a wide range of perspectives. We firmly stand against any form of discrimination based on race, ethnicity, gender, sexual orientation, religion, age, disability, or any other characteristic protected by law. Our recruitment process is fair and unbiased, ensuring that all applicants are evaluated solely on their qualifications, skills, and experience. We strive to provide equal opportunities for career growth and development, and we encourage individuals from all backgrounds to apply. By joining our team, you will become part of a vibrant and inclusive community where your unique contributions are valued, and where diversity is not only respected but celebrated.

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