Customer Services Manager - Middleton

JW Lees has an exciting opportunity for a Customer Services Manager to join the growing team. We’re going further to brew great times. Want to be part of it?

It all started for us in 1828 and although we brew some delicious beers and run some magnificent pubs we know it would be nothing without great people. As a Customer Services Manager, you’ll get the chance to shine, contribute to our success each and every day and our team will give you their full support to help you to rise to the top.

With barrels of personality and enthusiasm by the gallon, you’ll be an expert in communication and know how to work well as part of a team. Leading by example, your work ethic will set the bar high and you’ll be as interesting and exciting as our award-winning ales. Ideally a professional in your field or one in the making, you’ll remain super cool under pressure and have a passion for setting and delivering outstanding and memorable customer experiences.

Purpose:

To drive the performance of the team to ensure they are exceeding all KPI’s and delivering the best possible customer service at all times. 

Responsibilities:

• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Analyse relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Co-ordinate and manage customer service projects and initiatives
• Evaluate and performance manage staff
• Identify and address staff training and coaching needs
• Manage the admin requirements for the commercial areas and other areas as required
• Be responsible for all customer facing systems and procedures, including the customer relationship management system. 
• Understand customer behaviour, needs and feedback and using this knowledge to design current and future services.

As with any successful business, change happens, so responsibilities are likely to evolve over time.

Person Specification:

To be a successful Customer Services Manager you need the following attributes:

• Organised and have the ability to prioritise, delegate and manage duties effectively.
• An effective communicator, able to build relationships at all levels of the business.
• Commercially minded, understanding offers, incentives, events and the impact these have on the business and able to turn this understanding into positive action
• Have a true understanding of what it takes to succeed in a sales driven environment
• Warm, friendly and approachable and able to represent the business in a professional manner.
• IT literate, with a strong knowledge in Microsoft Office packages, in particular you must have an intermediate knowledge of Excel.
• To be able to manage and lead a team to ensure exceptional performance.
• Confident, outgoing, fast paced, results orientated, structured and organised.
• Positive and upbeat with a “can do attitude”.
• Hardworking and self-motivated.
• Driven to work as part of a team.
• Flexible and adaptable.
• Professional.

Our six values run through everything we do, and we’ll expect that you are…

Proud: Proud of JW Lees, Our people, Our pubs, our beers and our food.

Savvy: Understands what matters, plugged in to the world and never afraid to admit when we’ve made a mistake. 

Honest: We’ll always do what we say and always be straight with each other.

Passionate: You’ve got to love what you do, otherwise you shouldn’t be doing it.

Personal: Giving the personal time and attention to every customer and team member, no-ones a number here!

Together: True team spirit, no one-upmanship, in it together for the long term, helping all to succeed. 

As a key member of the JW Lees family we will promise you a competitive package, fantastic team environment and supported development opportunities throughout your career.

Are you the Customer Services Manager extraordinaire we’re looking for? If so, we’d love to hear from you.

First stage Group Assessments will take place on the afternoon of Thursday 19th April 2018 at the Rain Bar, Manchester City Centre (Start time 2pm).