Customer Service Manager

Job Ref: 59981
Sector: Aviation
Job Type: Permanent
Date Added: 15 May 2019
  • South London, London, England, UK South London London GBR SE20 8EW
  • Competitive
  • Jamie Birch
  • 01329 227000

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Customer Service Manager

Scope of Role

Directly responsible for driving continual improvement of the Customer Services performance through development of processes, metrics and mentoring of the team and to provide the highest level of service to our customers. Manage the relationship with defined key customers.

Main Duties/Responsibilities

  • Lead a team of Customer Service individuals with responsibility for coaching and mentoring the team to maximise performance
  • Create and manage agreed performance metrics on behalf of the department
  • Create and implement required site processes and procedures for Customer Services
  • Deputise for the Director of Customer Services when required
  • Represent Customer Services within the Business Unit Management Team
  • Lead, for the Business Unit, the management of the Customer Satisfaction Survey process to drive improvement in Satisfaction scores
  • Improve the customer experience by analysing the Customer Satisfaction Survey results to drive change across the business and fostering an environment of customer centricity
  • Be a point of escalation for Customer issues to ensure resolution at the Business Unit level
  • Own and drive a positive relationship with key customers at a management level
  • Provide a highly positive customer interface by acting as the central point of coordination for responding to customer issues
  • Proactive communication with customers ensuring problems are resolved in a timely manner; effectively becoming the voice of the customer
  • Hosting regular meetings with key customers both on site and at customer premises
  • Regular dialogue with internal departments to ensure highest levels of customer service
  • Drive the management of Weekly Status Reports to agreed customers

Position Requirements - Professional Knowledge & Experience

  • Proven experience in a similar role driving and delivering excellent customer service and customer satisfaction
  • Proven track record of achieving team and company objectives
  • Proven track record of introducing and managing departmental processes, procedures and metrics
  • Experience of managing, developing and coaching a team
  • Positive and professional attitude with the ability to motivate others as well as commitments to company and customer service objectives
  • Ability to deputise for Director of Customer Services as required
  • Proven strong commercial awareness
  • Experience of owning and managing customer relationships with significant sized and complex customers
  • Demonstrates effective and diplomatic oral and written communications skills
  • Good presentation and communication skills Proven negotiation skills
  • Significant Microsoft suite IT skills
  • Able to priorities work load in order to satisfy customer needs
  • Demonstrate technical competence
  • Demonstrate knowledge of business principals
  • Proven experience of working within a customer facing environment
  • Ability to understand and adapt to a changing environment
  • Experience of working in a manufacturing, aerospace environment or closely related industry

Education & Qualifications

  • Bachelors business degree desirable or equivalent

For more information please get in contact with Jamie Birch at Carbon60 on 01329 227006 or

The recruiter has stated that all applicants for this job should be able to prove they are legally entitled to work in the UK. Carbon60 is a trading name of Carbon60 Limited an Employment Business/Agency.

14/06/2019 16:31:50
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