Customer Service Manager

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As part of the Sikla Group, established in 1967, our business comprises of premium steel framing solutions and pipe supports for many industries including Oil & Gas, Petrochemical, Data Centres, Pharmaceutical, Energy from Waste and Power Generation. Over the last 20 years Sikla UK has engineered and designed for projects supplied in the UK, Republic of Ireland, Mainland Europe and beyond.

As a Customer Service Manager you are responsible for overseeing the customer service operations within the company. Your primary role includes ensuring that customers receive high-quality service, managing a team of customer service and office assistants, developing and keeping best practice policies, and resolving complex customer issues.

You will be responsible for supervising and guiding team members daily. Therefore, your communication must be proactive and accurate. You should also be able to fulfil and act on all tasks proactively to ensure smooth team operations and effective collaboration between departments.

Your key duties and responsibilities

• Understand the importance of exceptional Customer Service and be passionate about providing this to Customers
• Training, guiding and supervising the customer service team, as well as engaging in recruitment actions when needed.
• Lead and empower the team to deliver outstanding customer service
• Deal with complex customer complaints or issues, ensuring the team provides timely and accurate reply to them
• Making sure the company and customer service policies and procedures are followed
• Monitoring key performance indicators (KPIs) and customer feedback to identify areas for improvement. Preparing reports on customer service performance, as well as continuously work on its improvement.
• Working closely with all the other departments to ensure a seamless customer experience.
• Permanently supervise and organize the daily customer service tasks:
  -Processing Quotations, Sales Orders, Invoices
  -Assisting the Field team with customer/order information
  -General administrative duties
  -Keeping customers informed about order/delivery changes
  -Maintaining contact lists and general information in the CRM system

Your Profile

• Strong leadership and team management skills
• Excellent communicator
• Problem-solving mindset
• Excellent organisational and time-management skills
• Advanced knowledge of Microsoft Office Suite, CRM and ERP systems
• Ability to prioritise tasks and work under pressure
• Ability to manage own workload and supervise others concurrently
• High English proficiency level
• Attention to detail
• Flexibility and adaptability to changing workloads
• Relevant team leadership experience within a customer facing environment

Package

• 25 days annual leave (+ bank holidays)
• Onsite free refreshments and regular staff lunches
• Entitlement to Private Healthcare & Local Gym Membership
• Supportive working environment and continuous training in an international environment

Career Prospects and Training

At Sikla we believe in career plans based on long-term strategy, built on teamwork, growth and development. You will always be encouraged to bring your ideas to the table and develop your skillset towards real career opportunities within the company.

If you are interested in this position, please submit your application for consideration.
We look forward to hearing from you!

You will find more information about Sikla and its Team on our website, careers page and LinkedIn page.