Customer Solutions Manager

Customer Service Manager

London

£ Competitive Salary

This retail wholsale business excells at what they do and they're looking for someone to join and take on a pivotal role in ensuring customer satisfaction!

If you're passionate about both realtionships and continuous development and ideally, have a background in finance, get in touch asap.

Key Responsibilities:

• Lead the customer service function by developing a service governance framework that drives customer satisfaction and organizational success.
• Champion customer needs by acting as the "Voice of the customer," representing customers within The Company and ensuring agreed KPIs are consistently met.
• Resolve escalated concerns, promptly through cross-functional collaboration, taking ownership to deliver timely and effective outcomes for internal and external customers.
• Establish and manage robust communication plans that engage all levels of stakeholders, including opcos, suppliers, and internal business units, leveraging channels like Power BI to encourage self-service.
• Foster strong relationships across The Company,identifying and executing action plans to improve customer service performance and satisfaction.
• Drive continuous improvement by analyzing service data, identifying trends, conducting root cause analysis, and exploring the adoption of real-time customer satisfaction tools.

Skills and Competences:

• This high-visibility role requires a deep understanding of company operations and processes. It's challenging, demanding resilience, tenacity, and emotional intelligence to overcome obstacles.
• Strong organizational skills and a process-driven mindset are key to ensuring efficiency and consistency in customer success. Problem-solving abilities and a solutions-focused approach are essential.
• Clear communication is vital for working with internal teams and customers. Staying calm under pressure, handling challenges tactfully, and maintaining professionalism are critical.
• As a leader, you'll work independently and collaborate effectively while coaching and supporting a small virtual team to achieve goals.

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