Customer Service Manager

Description:

Insight Select is recruiting for an International Customer Service Manager to join a leading manufacturing organization on a permanent basis. This role is pivotal in driving outstanding customer service standards, ensuring operational efficiency, and leading a high-performing team to achieve target-driven results. The position requires overseeing operations across the UK, Spain, and France, involving rotational travel every four weeks.

The ideal candidate will possess exceptional leadership skills, strong organizational abilities, and the capability to manage customer service processes across multiple regions. You will be instrumental in optimizing workflows, implementing innovative solutions, and enhancing overall customer satisfaction.

Key Responsibilities:

• Lead and motivate the UK-based customer service team, providing support for operations in the UK, Spain, and France.

• Travel on a four-week rotation to oversee and support regional operations.

• Own and optimize internal customer service processes, driving efficiency through automation and standardization.

• Develop, document, and implement standardized processes across Europe, including training and ongoing support.

• Set daily objectives, team goals, KPIs, and monitor performance metrics to achieve excellence.

• Identify training needs, mentor and coach team members to elevate performance levels.

• Allocate and balance workloads efficiently to build cross-functional capabilities.

• Investigate and resolve customer complaints, ensuring root causes are addressed to prevent recurrence.

• Conduct regular one-to-one meetings, performance appraisals, and provide constructive feedback.

• Act as a deputy for the Group Customer Service Manager when required.

• Attend internal and external meetings with customers, colleagues, and suppliers to foster strong business relationships.

Essential Skills and Requirements:

• Fluency in Portuguese, Spanish, French, and English is mandatory.

• Demonstrated success in a customer service leadership role with proven team management experience.

• Strong knowledge of Microsoft Outlook, Excel, and Word.

• Experience in setting KPIs and supporting team performance to meet high standards.

• Target-driven with excellent planning and prioritization skills in a fast-paced, dynamic environment.

• Exceptional communication skills with active listening capabilities.

• Highly organized and process-driven mindset with a strong ability to multitask.

• Analytical and data-driven approach with expertise in identifying root causes and patterns.

• Proven conflict management and dispute resolution experience.

Package and Benefits:

• Competitive salary: £50,000–£60,000 per annum

• Annual performance-based bonus

• 25 days holiday plus bank holidays

• Contributory pension scheme (company match up to 7%)

• Life Assurance (4x basic salary)

• Lifeworks EAP and perks program

• Free parking