Full job description

We are looking for a highly experienced Customer Service Manager to join a successful and growing business in Brackley. The role is full time and permanent offering a salary of between £44,000 to £46,000. Based onsite you will be supporting and managing a small team, managing key accounts, overseeing service delivery and maintaining strong client relationships.
Key Skills Required for the Customer Service Manager:
*Lead, manage, and support the Key Account Administration team, culturing a positive working environment to enhance performance and development
*Build and maintain strong, effective relationships with a portfolio of Key Accounts
*Take full ownership of national and key account contracts, ensuring work is allocated, managed, and delivered in line with agreed KPIs
*Handle escalations, complaints, and service issues, ensuring timely resolution and driving continuous improvement
*Oversee contract renewals and monitor ongoing account performance to maximise client satisfaction and retention
*Manage invoicing processes for Key Accounts, ensuring accuracy and the timely processing of payments to franchisees
*Support the onboarding and training of new team members
*Manage and continuously enhance team processes to ensure alignment with customer requirements and operational efficiency
*Produce and deliver insightful weekly and monthly performance reports to senior management
*Support the onboarding and training of new franchisees, including coordination of logistics and materials
*Provide day-to-day support to franchisees, including systems guidance, handling enquiries, and maintaining effective communication
*Deliver training to franchisees on operational systems and processes
*Provide operational support to Regional Development Managers and engineers
*Support corporate locations with debt management and quote follow-up activities
*Support the planning and delivery of Reunion events, including content development and coordination
Key Skills Required for the Customer Service Manager:
*Proven experience in managing a customer service team
*Experience managing in a contact or call centtre would be an advantage
*Strong, collaborative leadership experience
*Adaptable in a changing environment
*Able to prioritise and manage multiple tasks
*Ability to create and nurture a positive culture
*Experience in managing high volume, fast paced customer service environment
*Proficient IT skills
*Proactive mindset, with excellent problem solving skills
*Highly organised with meticulous attention to detail
*Confident communicator, able to build strong relationships
*Full UK driving licence
What’s in it for you?
*Salary £44,000 to £46,000
*Based onsite Mon - Fri pm (30 mins lunch)
*23 days hol + bank hols (you can also buy and sell hols days)
*Birthday day off (after one year service)
*Training, development and progression
*Annual performance and company related bonus
*Associate days, socials
*Associate equity program
*Plenty of free parking