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Customer Service Manager

Chorley
5 months ago
Applications closed

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Service Desk & Incident Manager – Health-Tech + NHS + SaaS

Service Desk & Incident Manager – Health-Tech + NHS + SaaS

  1. Are you looking for your next career move in Leading a Customer Services Delivery Team?

  2. Do you like creating & developing "Customer First" high-performing teams?

  3. Can you take ownership and deliver a "Customer First" strategy?

  4. And, do you like managing complex technology issues and delivering to highly demanding customers?

    Then this is for you - and we want to hear from you today 🙂

    Location: North West - Hybrid: Salary: to ÂŁ45k

    About Us
    My client, Positive Solutions is a dynamic and innovative organization committed to delivering exceptional customer experiences and driving growth. We are seeking a passionate and strategic Customer Services Manager to lead our dedicated team of customer service representatives and engineers.

    Position Overview
    As the Customer Services Manager, you will be key in ensuring customer satisfaction, operational excellence, and revenue growth. You will lead a high-performing team, oversee daily operations, and implement strategies that enhance the customer experience. Your expertise in quality and information security management (ISO9001 and ISO27001) will be essential in maintaining compliance and driving continuous improvement.

    Key Responsibilities of the Customer Services Manager

    Team Leadership

    Recruit, onboard, train, and manage a high-performing team of customer service representatives and engineers.

    Conduct regular 1:1 meetings, provide coaching, and deliver performance evaluations.

    Foster a collaborative, innovative, and positive work environment.

    Develop and mentor team leaders to effectively manage their teams.

    Customer Experience

    Ensure timely and professional resolution of customer inquiries and complaints.

    Monitor customer satisfaction metrics and implement improvement strategies.

    Collaborate with other departments to address feedback and refine service delivery.

    Operational Oversight

    Oversee daily operations to align with company objectives.

    Develop and enforce policies and procedures to ensure efficiency.

    Manage team performance and handle HR-related functions.

    ISO Compliance

    Ensure compliance with ISO9001 and ISO27001 standards.

    Implement quality control procedures and conduct regular audits.

    Train staff on information security best practices.

    Project Delivery

    Collaborate with project managers to align teams with project goals.

    Oversee resource allocation and customer-facing aspects of project delivery.

    Continuous Improvement

    Identify opportunities for process enhancements.

    Develop feedback mechanisms to drive meaningful improvements.

    Promote lead generation, renewals, upselling, and account management.

    The Key Skills, we seek from our Customer Services Manager

  • Strong customer-focused mindset and commitment to outstanding service.

  • Strategic thinking with excellent organizational and multitasking skills.

  • Proven ability to inspire and lead teams.

  • Exceptional communication and interpersonal skills.

    Key Metrics for Success

  • Customer Satisfaction (CSAT, NPS, SLA resolution rates).

  • Operational efficiency (response times, data accuracy).

  • Team performance (engagement, retention, training completion).

  • Compliance (ISO audit results, risk assessments).

  • Revenue and cost management (upselling, onboarding efficiency).

    Why Join Us?
    At PSL, we value innovation, collaboration, and excellence.

    Join a team where your leadership and strategic vision will make a meaningful impact on our customers and our business.

    How to Apply
    Submit your CV and a cover letter to our exclusive Talent Acquisition Partner
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