Job Title: Customer Services Manager

Location: Burton upon Trent

Salary: £33,000 - £37,000 p/a

Reports to: Head of Operations

Department: Member Services

About the Role:

I am seeking an experienced and dynamic Member Services Manager for a well-established company to lead and manage the Member Services department. This pivotal role requires a strong customer-focused approach, proven leadership skills, and the ability to drive team performance. As a key player in their operations, you will oversee daily activities, ensure exceptional member service, and implement processes to optimise efficiency.

Key Responsibilities:

- Lead and oversee daily operations of the Member Services Department.

- Manage and motivate a small team, ensuring top-notch service across all customer contact channels including email, ticketing systems, and more.

- Act as the primary point of escalation for complex member and partner queries, ensuring swift resolution.

- Develop and maintain standard operating procedures, service protocols, and program processes.

- Monitor and enhance customer service platforms, ensuring compliance with GDPR and other regulations.

- Collaborate with the Head of Operations on KPIs and other performance metrics.

- Foster a culture of continuous improvement and member satisfaction.

Person Specification:

- Proven experience in managing and leading customer service departments.

- 3-5 years of team leadership experience, with a coaching and motivational management style.

- Strong communication skills, both verbal and written.

- Detail-oriented with excellent problem-solving abilities.

- Experience in developing and implementing customer service policies and procedures.

- Analytical skills with a commercial mind set.

- Familiarity with customer service management systems, particularly Zendesk, is desirable.

- Ability to multitask and adapt in a dynamic environment.

Qualifications:

- Level 3 Diploma in Customer Service or a related qualification is highly desirable.

This is a fantastic opportunity to be part of a dedicated team, where your contributions will directly impact the member experience. This company offers a competitive salary and a supportive work environment that encourages professional growth.

If this sounds like a role you are interested in, I am eager to talk to you. Please apply for the role with your latest CV and we will have a call.

Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.

Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.

If you would like information on how we will process your data please go to our website (macildowie.com) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.

Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.