Customer Service Operations Manager

Redfin Recruitment Ltd
31 Mar 2018
20 Apr 2018
Contract Type
Full Time
Redfin Recruitment is seeking an experienced and talented Customer Service professional who has a proven track record of designing and implementing top class customer service strategies.

Our client is an award winning SME who is experiencing exciting international and domestic growth and is currently in the midst of a serious transition into a more corporate way of operating. As such the business is looking to work with excellent talent who can help take them to new levels, including the customer service function. There is real support and backing from the senior leadership team for this position and they have highlighted that the full and entire responsibility for the customer service function would rest within your remit.

If you have led world class customer service teams, are personable and have a natural desire for excellence then we want to hear from you. You will have fantastic communication skills and not be afraid to challenge (in the right way!) upwards. This is a great opportunity to build an exceptional customer service function with backing from senior stakeholders.

If you're up for the challenge, read on and send your CV for this Customer Service Operations Manager position in North Lincolnshire today!

Job Title: Customer Service Operations Manager
Responsible for: Designing, leading and implementing the businesses customer service division
Contract Type: Full Time Permanent
Salary: Competitive Salary, Car Allowance, Private Healthcare, Bonus and Additional Benefits

Overall Purpose of Job:

To lead a Customer Service team of 25+ individuals and to design and deliver a collaborative, cross functional Customer Service improvement programme, built around industry best practice.

Responsible for simplifying business processes to drive sales, improve the customer experience and secure leading position on customer satisfaction.

Ensuring the team are coached, developed, and sufficiently upskilled to carry out their roles to the highest standards and full potential, ensuring commercial opportunities are identified and sales maximised.

Main Responsibilities

- Customer Service

Act as “Customer Service Champion” throughout the business at all times
Establish and regularly review procedures for the processing of orders, establishing root causes and fixes where necessary
Minimise Claims and implement processes to monitor and review any claims that do arise
Manage serious customer service complaints and ensure they are resolved to the best outcome

- Transformation and Strategy

Maximise efficiencies by analysing current processes and systems, cutting through complexity and driving simplification
Implementation of the E-commerce platform across the customer base
Ensure Ramsden Order Capture System (ROCS) is effectively rolled out and managed
Attend strategic business events and courses to understand Customer Service excellence and benchmark Ramsden International against the external market

- Compliance / Information Systems

Work closely with the Product Data and Compliance teams to ensure all product data and other relevant information is current and available
Ensure the Customer Service team co-ordinate and deliver customs documentation and manage export control / legislative issues
Build and manage relationships with logistics suppliers
Ensure delivery of agreed service levels and review performance regularly
Process / Progress Tracking

Develop business-specific metrics and scorecard measures to monitor/address progress of the function
Define new methods of measuring and tracking order lead times to ensure on time delivery in full to key customers
Assist with the “Automation” project for order entry and input in line with the E-commerce vision
Ensure colleagues are fully trained and equipped with the necessary skills to conduct order processing and manage customer service procedures and systems, in line with best practice


Management of direct reports and wider team, ensuring individuals are supported and motivated to deliver best in class service
Development of commercial skills across the team
Conduct regular team meetings, effectively communicating and cascading business critical information and updates
Ensure 121 meetings and development conversations take place as standard practice, focussing on succession planning and the development of future leaders
Encourage and promote cross functional working and relationship building with other teams across the business

Redfin Recruitment works as a recruitment partner for select businesses in both the UK domestic and international markets across multiple industry sectors. With over 11 years of retained and contingent based recruitment experience we provide search and selection services for the direct placement recruitment industry

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