customer service manager Remote
Breedon
Full Time
Remote
10.56 - 12.04 GBP Today
Job description
Description
We are looking for an ambitious and enthusiastic Customer Service Manager, who will become a key member of the area management team. This role is accountable for delivering excellence in our customers’ experience from ordering, distribution & after-sale care. Reporting to the General Manager, you will work closely with multiple stakeholders, including our Aggregates and Asphalt Commercial Manager, RMX Business Manager & Transport Manager to deliver effective and efficient Sales and Distribution; minimising customer queries and complaints.
Key Responsibilities
What you’ll be doing:
1. Relationship and Team Management
- Manage the performance of the Customer Services Team to ensure excellent service is experienced by Breedon’s customers.
- Focus on delivery optimisation with a strong focus on enhancing EBIT
- Regularly review financial, customer and team KPIs to ensure achievement of plan objectives and targets, identify remedial actions for areas behind plan.
- Embed a performance culture which prioritises process adherence, right first time, and effective handling of customer issues and complaints, while mitigating against risk and disruption
- Hold responsibility for and manage the Area Offices to ensure compliance and high standards.
- Manage the performance review process to identify training needs, upskill reports, and coach & develop them to ensure they are able to confidently deliver in their role.
- Work with sales, production & transport teams to identify opportunities to increase our capacity
2. Budget management
- Set the financial budget for your team annually and review performance monthly to deliver it. Set ambitious targets to maximise EBIT e.g. transport utilisation
3. Customer experience
- Build the capability of a team which drives a clear focus on customer satisfaction and support, whilst balancing these values with commercial objectives - giving balanced feedback, celebrating success, identifying improvement areas, and building a high performing, engaged and empowered team.
- Proactively manage customer complaints and take the lead in resolving concerns and complaints regarding service performance; taking appropriate action in recognition of the customer and their relationship with Breedon.
4. Continuous Improvement
- Identify, scope and implement improvements to customer service and escalate business wide opportunities to the General Manager and Regional Managing Director as appropriate.
- Develop Area succession management plan ensuring talent pool is fit for the future.
Skills, Knowledge & Expertise
- Proven experience in a Customer Experience or Customer Service management role.
- Excellent communication skills, both written and verbal
- Analytical mindset with the ability to gather and interpret customer insight
- Solid understanding of customer journey mapping, improvement methodologies and improvement techniques.
- You have a natural curiosity in others and like to continuously learn about our products and services.
- Building an effective, engaged and high performing team.
- Can coach, train, and inspire team members to adopt a performance and service-centred mindset.
- Able to manage across teams and make connections across the organisation with a big picture view.
Benefits
- 25 days annual leave plus bank holidays
- Private Medical Insurance
- Short Term Incentive Plan
- Sharesave scheme
- Life Assurance
- Training & development opportunities
- Employee assistance programme
- Access to our employee benefits platform, giving you discounts on a wide variety of high street shops and brands
About Breedon Group plc
Breedon is a leading vertically-integrated construction materials group in Great Britain and Ireland.
Breedon
https://www.breedongroup.com/
Breedon on the Hill, United Kingdom
Rob Wood
Unknown / Non-Applicable
1001 to 5000 Employees
Company - Public
Construction
2010
