Customer Service Manager

McCarthy Recruitment Ltd
17 May 2017
16 Jun 2017
Contract Type
Full Time
Job Role:  Customer Service Manager – Maternity cover until the end of January 2018
Location: Aylesbury, Buckinghamshire
Salary: Up to £35,000 per annum (pro-rata)


Are you open to a role to cover maternity?
Is Customer Service in a retail or FMCG environment your forte?

If yes and you would like to be part of a company has accolades as a great company to work for then please read on.

The purpose of the role is to lead and manage the Customer Service team to support across a broad remit ultimately that delivers “what good looks like” in terms of Customer Service.

In terms of you personally the key objectives will be to;

Implement, develop and manage Customer Service operating standards to ensure regulatory statutory and quality standard requirements are met.

Set and monitor the following Customer Service KPIs, productivity and quality to ensure all enquires are managed and resolved in a timely  and effective manner:
            Abandoned Call rate
            First response time
            Customer Satisfaction
            Mystery Shop 

Manage effective telephone and IT systems to support the overall performance of the Customer Service team, e.g. call handling systems, customer databases similar to Zendesk, Feefo and Siebel etc.

Use Social Media effectively in communicating and engaging with Customers 

Your previous management experience in similar environment will support you to;

Track and manage the financial impact of the Customer Service department
Be hands on when dealing challenging customer situations
Be time focused to through peak trade at Christmas
Ensure legal compliance in all Customer Service related activity
Communicate effectively with all relevant parties to ensure integration of the customer services team, e.g. Stores, Area Managers
Recruit, induct and develop an effective Customer Service team, including a fully operational Christmas team
Adapt the customer service team to the needs of the business, e.g. flexibility of shifts at peak trade

If this sounds like your ideal remit then please forward your CV in the first instance.

COMMUTABLE LOCATIONS:  Buckinghamshire: Marlow, Wycombe, Maidenhead all suitable commutes


This role is being handled by McCarthy Recruitment, award winning specialist retail & HR recruitment consultancy covering the whole of the UK. McCarthy is like no other recruitment agency you will have worked with; our difference is our commitment to providing a professional and personalised recruitment service of the highest quality.

We provide our candidates with a consultative, honest, high quality and efficient service which develops long term relationships ensuring we become the preferred consultancy for all our clients and candidates. We pride ourselves on understanding people – we are real, we get to the real you and we will get you real results. But then, put simply - It’s the way we work.

McCarthy Recruitment is retained and exclusive on this assignment.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. 

Apply for this role now or find us online at: