Customer Service Manager

Salary - £32,200

Location - Bodelwyddan

Hours – 40 hours, Monday - Friday

The Vacancy

The Opportunity: 

Are you passionate about delivering exceptional customer experiences? Do you have a knack for leading teams to success? We’re looking for a dynamic and driven Customer Service Manager to join our team in Bodelwyddan! This is your chance to make a real impact by leading a dedicated team of customer service advisors, ensuring that every interaction reflects our commitment to excellence. If you thrive in a fast-paced environment and have a strong background in team management, this could be the perfect role for you! 

The Opportunity: 

As our Customer Service Manager, you’ll be at the forefront of our mission to deliver outstanding service every day. You’ll lead, inspire, and develop a team of customer service advisors, ensuring they’re equipped with the skills and motivation needed to exceed expectations. Your role is crucial in making sure our service levels and KPIs are consistently met, while fostering a positive and growth-oriented environment for your team.

Who we’re looking for: 

We’re seeking a leader with a proven track record in customer service management, whether from retail, a contact centre, or a related field. You should be someone who prioritises team wellbeing, engagement, and development. Here’s what you’ll need to succeed: 

• Leadership Experience: You’ve managed a team before and know how to keep them motivated, engaged, and aligned with company goals.

• Communication Skills: You’re a strong communicator, able to manage expectations and handle challenging conversations with professionalism and empathy.

• Decision-Making Ability: You can make quick, confident decisions in a fast-moving environment, ensuring that any issues are resolved swiftly and effectively.

• Analytical Mindset: Your detail-oriented and enjoy analysing data to find areas for improvement, always looking for ways to enhance efficiency and service quality.

What you’ll be doing: 

In this role, your responsibilities will be varied and impactful. Here’s some of the ways you’ll be contributing to our success:

• Lead and Inspire the Team: Motivate and manage the customer service team to consistently deliver exceptional service and meet company objectives.
• Shift Leadership: Lead shifts, ensuring that service levels are consistently met and that the team is aligned with daily goals.

• Team Development: Oversee the training and ongoing development of team members, ensuring they have the skills and knowledge to excel.

• Customer Satisfaction: Handle escalated queries and complaints, turning challenges into opportunities for positive outcomes.

• Performance Monitoring: Track team performance, monitor key metrics, and implement improvement plans where necessary.

• Continuous Improvement: Identify trends, conduct root cause analysis, and suggest enhancements to processes for better efficiency and customer satisfaction.

• Quality Assurance: Regularly review individual customer interactions, ensuring high standards are maintained across all communication channels.

• Data Analysis: Generate and analyse reports to support decision-making and drive performance improvements.

• Expert Support: Serve as the go-to expert for all customer service-related queries, providing guidance and support to your team.

• Process Development: Create and refine processes that boost the overall performance and efficiency of the customer service team.

This is more than just a job; it’s an opportunity to shape the future of customer service within our company. If you’re ready to take the next step in your career and lead a team to success, we want to hear from you!

What’s in it for you: 

Well, 92% of our team believe that someone at work cares about their wellbeing, with 96% feeling they have been able to learn something new and do what they do best.

However, we want to reach 100% of our team and reward them for their hard work, so we are constantly looking at new ways to give back and acknowledge the efforts made each day, please see some of the ways we currently give back to our team:

• A relaxed, professional working environment in a light, modern and clean office space
• 28 days annual leave
• 20% staff discount available across our full range of products
• Full access to our rewards system, exclusive discounts and general rewards
• Free onsite parking available 7-days a week, with a bike rack for the cyclists among you!
• Company pension scheme
• Remote working
• Regular company funded staff events such as go karting, games nights, boat trips and bowling amongst others!
• Quarterly, director led, interactive, business presentations focused on giving you insight into the growth and challenges the business may be facing, ending with our colleague reward and recognition event!

The Company

Alliance Automotive Group (AAG) is a leading distributor of light and commercial vehicle parts to the automotive aftermarket, serving over 35,000 repairers across the UK & Ireland.

AAG is owned by Genuine Parts Company (GPC), the number one parts distribution business in North America, leading to an increased level of synergies helping achieve record growth.

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FPS conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability or any other protected characteristic