Customer Service Manager
Job Description
We are currently looking for a Customer Service Manager to lead our UK Customer Service Department based at our Headquarters in Steeton (West Yorkshire, UK).
To lead, develop and motivate a high-performing contact centre customer service team that delivers exceptional customer satisfaction through every customer interaction, achieves key operational and service-level targets, drives continuous improvement, and supports Acorn Stairlifts' commitment to improving lives through outstanding products, service and customer care.
Type of Contract: Full Time, Permanent
Starting Salary: £37,500 - £39,500
Working Hours: Monday to Friday - 40 hours
Benefits of working at Acorn:
- Induction and training programme
- Investors in People award
- Healthcare and pension provisions
- Free on-site parking
- Excellent transport links to Leeds, Bradford, and Skipton
- Cycle to work scheme
- Company Events
- On site Canteen (Subsidised food)
- Gym Membership discounts
- Health & wellbeing programme
The Ideal Candidate
- Proven experience managing a customer service operation
- Customer-focused with a genuine desire to improve both employee and customer experiences
- Ability to build high-performing teams through effective recruitment, onboarding and talent development.
- Strong people leadership and coaching skills
- Experience handling customer escalations and complaint resolution
- Ability to build strong relationships with employees at all levels
- Excellent interpersonal, influencing and communication skills?
Must be able to display the Acorn Values
OUR VALUES
- Quality of the products we make and sell and the service we provide
- Unity Working together as one team
- Integrity Acting responsibly and honestly to deliver on our promises
- Caring About our customers, each other and the wider community
- Ambition Taking Pride in all we do and striving to improve
Key Responsibilities
- Deliver a consistently excellent customer experience across all service channels
- Ensure customer enquiries, complaints and service requests are resolved efficiently and professionally
- Promote a customer-first culture that supports Acorn's reputation for quality and service
- Monitor customer feedback and implement improvement plans
- Establish clear performance expectations, hold teams accountable for delivering agreed service levels and customer satisfaction
- Create a highly engaged and motivated working environment, and support a positive team culture.
- Lead, coach and develop Team Leaders and Customer Service Coordinators
- Conduct regular one-to-ones, performance reviews and development discussions
- Recognise and reward outstanding performance
- Ensure compliance with company policies, processes and quality standards
- Identify opportunities to improve processes, systems and customer outcomes
- Support the implementation of new technologies and service initiatives
- Share best practice across the wider business
Benefits
- Excellent Transport Links to Leeds, Bradford and Skipton
- Free Parking
- Healthcare Provision
- Induction and Training Programme
- In-house Canteen
- Life Insurance Cover
- On-going Coaching and Development
- Pension Provision
About the Customer Service Department
Our Customer Service department strives to make each, and every aspect of our customers’ experience a positive one, leaving lasting impressions on our customers by assisting them in the best ways possible. Opportunities within customer service include team leaders, customer service and customer relations administration, planning, installation coordinators and field service roles, including installation and maintenance engineers.
Working with Acorn Stairlifts
Employing around 1,500 people worldwide Acorn is the world's largest independent manufacturer and supplier of straight stairlifts, with sales in over 80 countries and offices on 4 continents. Acorn achieved the Investors in People award and continues to invest in its most valuable resource: its people.
