Customer Service Manager

Position: Customer Service Manager

Location: Dartford

Type: Permanent

Days: 5 days a week in the office (split across 2 sites in Dartford)

Hours: 8am-5pm (1 hour lunch)

***Benefits: Free lunch every day, gross profit bonus scheme, increasing annual leave up to 24 days***

My client is looking for a strong people manager to motivate and lead a team of 9 customer service professionals in Dartford. The team is responsible for processing circa 600 orders per day across a product range of 6000+ items sold to the construction industry.

This role involves:

• Motivating and managing a team of 9 customer service professionals including 1 remote team member


• Monitoring performance against key metrics including: OTIF dispatch, Credit % of sales, accuracy, response times, volume of orders processed, volume of calls taken and value of upsells


• Attending weekly Head of Department meetings, Operations meetings and department meetings and making active contributions


• Working closely with Transport Manager and Sales manager to resolve operational issues and improve service to loyal customer base


• Analyse data against service level targets and champion a continuous improvement environment


• Hold 1-2-1s, performance reviews and progression reviews with team, outlining clear career paths and opportunities to develop

The perfect Manager for this team

• Passionate about working collaboratively with other departments


• Nurturing and motivating approach to team management


• Previous experience manager a team of 5+ in an order processing environment


• Experience building reports in Excel- data extraction from CRM system or similar.

Next Steps

I will be conducting interviews for this role on behalf of my client immediately. If you are interested, please upload your CV and I will reach out to suitable applicants. Interviews with my client will be held w/c 18/11/24 with a 2^nd stage and final interview w/c 25/11/24.

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