Customer Services Manager

 

 

Are you ready to take the next step in your career and lead a team dedicated to delivering exceptional customer service? We are looking for a dynamic and proactive Customer Services Manager to join our team based in Frating, Colchester.

 

As the Customer Service Manager, you will be responsible for managing key customer accounts and ensuring that our UK customers receive a bespoke service from pre-ordering to delivery.

 

You will work closely with other managers and directors to proactively anticipate our customer needs, as well as manage team leaders and advisor to ensure our customers receive a high level of service.This role invovled nurturing, coaching and developing the customer services team to create a high perfomring and supportive environemnt, with an emphasis on career progression and succession planning.

 

Key responsibilities include:

 

• Building relationships with our UK customers and sales colleagues to enhance the customer experience - reducing delays and improving service levels.
• Proactively arraning regular virtual meetings with senior sales colleagues highlighting any issues, resolving conflict, and understanding future plans.
• Proactively managing peak – working with customers, sales colleagues and shipping manager to achieve the best possible service for our customers
• Providing monthly data analysis of end-to-end customer journeys – highlighting concerns and implementing solutions.
• Ensuring that system and process enhancements are bedded in correctly and that the teams are prepared and motivated to work in an ever changing environment.
• Champion a culture of continuous improvement – including customer experience and operational efficiency.
• Attending sales meetings to understand future growth and development areas, ensuring customer service teams are suitably trained and resourced to meet the changing demands.
• Setting challenging goals for the department to achieve, based on service excellence and the need for ongoing efficiencies and budget restrictions.

What you’ll bring:

You will be a skilled and experienced manager with a proven track record of managing customer accounts in a fast-paced environment. As a natural leader, you will have the ability to develop operational performance whilst handling multiple customer and colleague queries.

 

You will have excellent communication skills, as well as experience negotiating and influencing key stakeholders across the business. We are looking for someone who can understand data and reports and has strong organisational and time management skills.

 

You should be confident at working independently, possess a keen eye for detail and be self-motivated with a continual drive to improve.

 

About Penguin:

 

We’re the UK’s largest publisher; made up of some 2,000 people and publishing over 1,500 books each year. Our doors are open to all kinds of talent. In a constantly evolving industry, we work hard to stretch the definition of the word publisher. Here, you’ll work with a breadth of talent who all play their part to make each of our books a success. Together, we make books for everyone because a book can change anyone.

 

How to apply: Please apply with your CV & Cover Letter by Wednesday 3rd of April.

 

Salary: £35,000 - £45,000 depending on how your skills and experience align to the role

Competitive benefits package: Our people are the heart of our business, and we work hard to support a culture of responsibility and recognition.

 

Our benefits include:

 

• Financial – income protection, life assurance, childcare allowance
• Wellbeing - healthcare cash plan, critical illness cover, health checks
• Lifestyle – enhanced parental leave, tech scheme

 

For our full benefits list please visit: https://www.penguinrandomhousecareers.co.uk/what-we-offer/

Hybrid working:  While our offices across the UK are places to connect, collaborate and celebrate with colleagues, we recognise that flexibility around where you work is just as important.

 

For this role we expect that you will work from the office, based in Colchester, approximately three times a week and work the remaining days remotely. Working patterns will be discussed further at interview stage.

The recruitment process: You can read about our recruitment process at https://www.penguinrandomhousecareers.co.uk/how-we-hire/

 

As a Disability Confident Committed organisation, we're part of the offer an interview scheme. This is where disabled applicants who meet the es