Customer Service Manager

Location: Tiverton, Devon
Contract: Full Time

We welcome internal and external applications for this opportunity to join our UK Customer Service Team.

Scope:

Reporting to the Sales Operations Director, the Customer Service Manager will build and maintain a strong customer service team. Focus areas of the role will be developing a strong customer service ethos, where customer experience is central. Improvements to the efficiency and accuracy of process is using our ERP and CRM systems. Innovative use of customer service KPI’s to drive measurable improvement and accountability. This role will also involve working closely with the European Branch Manager and Technical Sales Manager on internal process improvement as well as the UK and Distributor support managers in relation to customer liaison.

Key Skills:

  • Growth mindset with a flexible approach to changing circumstance and a willingness to take on new projects.
  • Self-motivated and able to work independently with minimal supervision, but also with the skills to engage at all levels of the business
  • Strong emotional intelligence/behaviours – a win: win thinker.
  • Situational leadership style – willingness to use controlling and pacesetting styles only in the right circumstances.
  • Commitment to and, experience of developing, motivating and engaging individuals.
  • Analytical mindset to develop and manage against high-quality performance measures.
  • Excellent knowledge of use and development of ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) systems.
  • Skills in change management to ensure uptake and engagement, where process changes are identified.
  • Good understanding and practical application of HR procedures to include recruitment, employment legislation, employee relations procedures, i.e. performance management, disciplinary, grievance.

Role Requirements:

  • Experience in a customer service team, responding to customer queries to provide solutions and maximising sales – reporting on the team’s performance.
  • Knowledge of logistics, both domestic and international.
  • Proven experience of transformational influence on teams
  • Proven experience of supporting team members with a range of wellbeing initiatives
  • Proven experience of using resilience, influence/persuasion, collaboration and appropriate compromise, to resolve conflict
  • Proven experience of managing a team through change – be those changes to working process, organisational design or integrating new team members.

Hours of Work:

Monday to Friday: 9am – 5pm.
1-hour for lunch.

35-hours per week.

Closing Date:

Monday, 01 April 2024

Benefits:

In addition to a competitive salary, we offer an attractive benefits package, including:

  • 25 days holiday per annum, plus bank holidays
  • Company contribution pension
  • Healthcare cashback scheme
  • Discounts with local shops and services
  • Discounts at many major retailers including Argos, Currys, Halfords, Tesco, Sainsburys and Morrisons to name but a few
  • Free on-site parking
  • Career progression opportunities
  • Continued professional learning and development
  • Recommend a friend scheme
  • Death in service after qualifying period
  • Mental health support
  • Financial wellness support
  • Long service awards
  • Seasonal events organised by HepcoMotion’s social committee
  • Opportunities for overtime at a premium rate

How To Apply:

To request an application form, please either:

Download:  Download Application
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Telephone:  01884 243400
Email:          [email protected]

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Contact us

Tel Sales Enquiries +44 (0)1884 257000 General Enquiries +44 (0)1884 243400

Address HepcoMotion Head Office
Lower Moor Business Park
Tiverton Way
Tiverton
Devon, EX16 6TG

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