Job Description:

Imperial Recruitment Group are delighted to announce that we are working in partnership with a global engineering business who are recruiting for a Customer Service Manager on a permanent basis.

Salary:                   £35,500 per annum, plus bonus  

Contract Type:    Permanent

Location:              Stockton

Hours:                   Full Time (Mon – Fri 9am-5pm)

Job Purpose

The Support Manager leads a high-performing customer excellence team while staying closely connected to operational processes. This dual focus ensures the delivery of exceptional service, continuous skills development within the team, and strong collaboration with leadership to achieve KPIs, operational efficiency, and customer satisfaction.

Responsibilities:

• Manage daily operations to ensure calls and emails are answered, efficiently, and with the customer’s needs in mind.
• Oversee workload balancing, scheduling, and planning to maintain consistent service levels and response times.
• Foster close working relationships with our Authority market to ensure open communication and transparency in performance.
• Monitor KPI performance whilst attending regular meetings and producing reports for our Authority partners.
• Act as the escalation point for customer concerns, ensuring swift resolution and clear communication with all parties involved.
• Monitor service KPIs, customer satisfaction metrics, and feedback channels to identify improvement opportunities.
• Collaborate closely with sales, production, finance, and suppliers to provide seamless end-to-end customer service.
• Drive process improvements aimed at reducing errors, speeding up resolution times, and enhancing the customer experience.
• Ensure compliance with internal quality standards and external regulations while maintaining a customer-first mindset.
• Build skills, confidence and professional growth within the team with the support of the Senior Coordinator
• Partner with the Customer Care Manager to design and deliver training focused on service quality, communication skills, and customer-first behaviours.
• Conduct regular 1:1s, feedback sessions, and career development planning with an emphasis on enhancing customer-facing capabilities.
• Foster a customer-centric culture by recognizing success stories and sharing best practices across the team.
• Encourage proactive problem-solving to anticipate and prevent customer issues before they escalate.
• Support the Sales Operation on initiatives designed to elevate the overall customer journey.
• Carry out any reasonable duties as requested by the Sales Operations Manager

What we are looking for:

• Proven leadership experience in a customer care, service, or order processing environment.
• Demonstrated success in coaching, performance management, and change leadership.
• Strong understanding of KPIs, workforce management, and operational performance metrics.
• Experience handling escalations and building strong cross-functional relationships.
• Proficiency in CRM systems, ticketing tools, and reporting dashboards.
• Ability to thrive in a fast-paced, evolving environment with a focus on results and people.
• Proficiency in CRM systems, ticketing tools, and reporting dashboards.
• Strong IT literacy, including advanced MS Excel and other Microsoft Office applications.
• Data-driven decision-making skills with the ability to analyse and interpret performance reports.

For more information on this opportunity please feel free to contact Imperial Recruitment Group.

Imperial Recruitment Group is committed to being an equal opportunities employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds, experiences, and abilities, ensuring fair treatment throughout the recruitment process.