Customer Service Operation Manager

Customer Service Operation Manager

Terberg DTS UK is looking for a Customer Service Operation Manager to join our growing service team

Location: Elland, Halifax

What is the job role?

The Customer Service Operations Manager is responsible for the delivery of exceptional customer service and operational efficiency. The manager will develop and implement strategies to enhance service delivery, monitor key performance indicators (KPIs), and drive continuous improvement initiatives. By fostering a culture of entrepreneurship, innovation, and quality, the Customer Service

The Operations Manager will contribute to a fast-paced environment where problem-solving and proactive engagement are highly valued. This role is essential in maintaining high levels of customer satisfaction, optimising resource allocation, and ensuring effective communication and defect resolution.

Requirements and what we are looking for

Leadership and Management:

• Lead, mentor, and manage supervisors of administrative teams and customer-facing contact centre operations.
• Foster a positive and productive work environment, encouraging teamwork and professional development.
• Set clear performance expectations and provide regular feedback to supervisors and their teams.
• Lead from the front in delivering goal based performance management, 121’s and personal development plans for all employees.

Operational Efficiency:

• Develop and implement strategies to improve operational processes and enhance customer service delivery.
• Monitor and analyse key performance indicators (KPIs) to identify areas for improvement and ensure targets are met.
• Collaborate with other departments to streamline processes and improve overall efficiency.

Customer Satisfaction:

• Ensure high levels of customer satisfaction by maintaining quality standards and addressing customer concerns promptly.
• Implement customer feedback mechanisms to gather insights and drive continuous improvement.
• Develop and maintain strong relationships with key customers and stakeholders.

Training and Development:

• Oversee the training and development programmes for customer service staff to ensure they have the necessary skills and knowledge.
• Stay updated on industry trends and best practices to incorporate into training programmes and operational strategies.

Reporting and Analysis:

• Prepare and present regular reports on operational performance, customer satisfaction, and other relevant metrics to senior management.
• Use data-driven insights to make informed decisions and drive continuous improvement initiatives.

What do Terberg DTS offer you?

At Terberg you are part of the market leading supplier of specialist vehicles, equipment and support to the UK logistics, distribution, port, industrial, aviation and fire and rescue. The atmosphere in our family business is fantastic and you will work within a motivated team. We offer great benefits including; company pension, life insurance, cycle to work scheme and more. Personal development is important to us so further training and education may be offered so you can excel.

Is this the right career path for you?

Let us know by sending an email to recruitment@terbergdts.co.uk and attach your CV and a brief description of why you want to apply for the role. If you would like more information about the company or the vacancy, Please contact our HR Recruitment Team on 01422 260 158.

Royal Terberg Group operates worldwide in the development, production and service of special vehicles and systems for logistics and refuse collection. As a family business, we stand for our people. Based on our core values, we focus on sustainable growth and innovation, which has made us successful for more than 150 years. For example, we have been investing in electrically powered vehicles since 2014 and are testing hydrogen to the full. We want to deal responsibly with our environment so that future generations can continue our success.