Customer Service Manager

 

POSITION:           Customer Service Manager

EMPLOYER:        The Chartered Institute of Export & International Trade

POSITION STATUS:  Permanent, Full time 
REPORTS TO:      Head of membership
LOCATION:         Hybrid; Lynch Wood, Peterborough

SALARY BANDING:        £34000 - £39000  

 

 

The Chartered Institute of Export & International Trade is the leading UK membership association for those working in exporting and importing. These are exciting times in international trade and we’re seeing sustained growth in the demand for our services and qualifications – as a result, our team needs to grow too.

We are now recruiting an Customer Service Manager as key part of our plan for the membership journey. 

This is a full-time, permanent position. 

 

Key Accountabilities:

Oversee the day-to-day operational management of frontline service and operations teams across multiple channels, including managing complex issues, crisis management, and full accountability for decisions related to customer service systems, processes, and performance.

Responsible for excellent customer service across all channels.

Continuously improve all operational department processes and procedures to enhance efficiency through feedback and process evaluation.

Provide leadership and motivation to the front line team, focusing on coaching and supporting their development to achieve their best potential.

Handle all departmental complaints, manage responses, and implement corrective actions through training, feedback, and process improvement.

Support the Head of Membership with customer service strategy and design operational processes to achieve departmental objectives

Responsibilities:

• Support the Head of Membership in achieving growth, retention, and service delivery objectives for the Institute’s membership.
• Manage a small team of frontline advisors: oversee the day-to-day management and motivation of the team, including coaching, 1:1s, training, and performance reviews.
• Ensure the team is well-informed about the Chartered Institute’s latest products, enabling them to effectively communicate this information to customers and support commercial growth.
• Monitor daily workflow and ensure correct procedures are followed.
• Identify system and workflow improvements to enhance the team’s efficiency.
• Coach and guide less experienced team members.
• Provide leadership in delivering consistently excellent service to our members and customers in a professional manner, ensuring they receive the best possible service.
• Ensure all calls and email/web enquiries are answered within an appropriate time frame, resolving any problems or issues as quickly as possible.
• Ensure accurate and comprehensive recording of client information within the CRM system (Dynamics based functionality).
• Investigate and resolve complaints effectively and oversee debt collection from third parties.
• Collate any issues within your team and troubleshoot when issues arise.
• Support the design and embedding of new standard operating procedures for the Client Services function.

 

Skills Set and Experience:

 

• A demonstrable track record of management and leadership in a contact centre or similar environment
• Proven experience in team leadership, including conducting 1:1s, setting and supporting targets and objectives, coaching, mentoring, managing performance improvement plans, and conducting performance reviews.
• Solid experience of using a CRM system (such as D365, Salesforce, or equivalent), and experience of leading changes to working practices to make best use of CRM
• Excellent relationship management skills.
• Proven experience in team leadership, including conducting 1:1s, setting and supporting targets and objectives, coaching, mentoring, managing performance improvement plans,
• Ability to create and follow standard operating procedures (SOPs).
• Strong interpersonal and communication skills.
• Excellent organisational and time management skills.
• Ability to work collaboratively as part of a team.
• Initiative-driven problem-solving skills.
• Ability to challenge diplomatically at all levels across the business.
• Desirable: Understanding of membership organisations and commercial provision.

 

 

 

BENEFITS: 

• 36.5 hours per week including 4pm Friday finish
• 25 days annual leave and day off for your birthday too
• Annual performance-related bonus
• Employee Assistance Programme (EAP)
• Private healthcare including Optician/Dental costs
• Life Assurance (Salary x4)
• Personalised training
• A range of discounts for shopping, holidays and cinema attendance 
• Free breakfast in Peterborough
• 2 days volunteering a year

 

ABOUT US:

The Chartered Institute is the leading association of exporters and importers, providing education and training to professionalise the UK’s international traders.

Based in Peterborough and London, the Chartered Institute is fast-growing as demand for our digital training and education products grows after the UK’s transition from the EU. 

As a partner with UK government, we deliver national and international programmes, acting as champions for the UK, and establishing UK processes and standards globally.

DIVERSITY AND INCLUSION: 

Life would be boring if we were all the same! - The Chartered Institute is a company with a charitable status that believes in diversity and inclusion, as shown in the hiring and progression of our team members. Our workforce is truly diverse – in age, nationality, gender and location. 

With a passion for nurturing, supporting and including all team members – no matter who you are – we celebrate identity. We are proud of who we are and where we come from.  

As an Investors in People accredited organisation, we care about and prioritise all of our team members daily. We ensure to engage with and listen to everyone.

Our Disability Confident and Mindful Employer accreditations express our commitment to the specialist needs and mental health of our team members.  

Having family-friendly policies allows our employees to partake in a flexible work environment so they can take care of children and loved ones. 

 

 

HOW TO APPLY:

Fill in your details below and upload your CV for review by the Talent Acquisition team.