Customer Service Manager

£45,000 - £50,000

Wakefield
Fully Office Based

Your new role

In this role, you will be operating across both local teams and the wider group. This role oversees key activities such as developing policies, managing customer communications, handling orders, and resolving claims and complaints. It also includes leading the Customer Service team.

• Oversee the accuracy and effectiveness of all customer-facing services and information, including (but not limited to) order processing, order fulfilment, issue resolution, claims and complaint handling, delivered across all communication channels such as phone, email and others.
• Ownsall Customer Service–related processes within their scope, driving continuous improvement initiatives to enhance customer experience, boost operational efficiency, and eliminate friction points.
• Ensures all orders undergo full validation, including correct pricing and compliance checks, with no exceptions permitted.
• Manages daily operational routines, such as monitoring open orders, resolving ongoing issues, and ensuring customer expectations are met in line with KP commitments.
• Establishes and contributes to KPIs and performance indicators that safeguard service quality, and takes corrective action when results deviate from targets or plans.
• Demonstrates strong commercial awareness, maintaining close collaboration with the sales team through active communication, attending customer visits when necessary, and coaching team members to maximise value in every customer interaction.
• Communicates transparently with line management, ensuring the customer’s perspective is represented clearly and accurately.
• Ensures strict adherence to Customer Service procedures, maintaining compliance with the quality management system as well as KP policies and standards.

What you'll need to succeed

Previous experience in a similar role.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.