Customer Service Manager

Position: Customer Service Manager
Job ID: 2177/7
Location: Fife - On Site
Rate/Salary: £40,000
Benefits: Good Benefits 
Type: Permanent 

HSB Technical Ltd is a specialist recruiter within the Power & Propulsion, Shipbuilding, Maritime Shipping, Energy and Subsea sectors – visit: www.hsbtechnical.com for a list of our vacancies. We have a number of permanent and contract vacancies for multiple businesses across the UK and overseas.

The below job description will outline this position of: Customer Service Manager

Typically, this person will be an experienced Customer Service Manager from a fast paced engineering background. We are looking for someone with exceptional organisation skills, an eye for detail and the ability to think outside the box in terms of process improvement. This role will lead a team of service coordinators to ensure that both internal and external customers receive a "best in-class" customer experience.

HSB Technical’s client is an established and well-regarded business entity.

Duties and responsibilities of the Customer Service Manager:

• Lead, mentor, and develop a high-performing customer service team
• Monitor the customer interaction and internal KPIs ensuring a quality service and delivery
• Handle any escalation issues and resolve them efficiently
• Continuous develop and implementation of customer service policies and procedures
• Work cross-functionally with other departments to improve the overall customer experience
• Analyse business data and trends to identify areas for improvement
• Undertake Service coordinator activities as and when the demand requires
• This is an incredibly pacey position, you need to have drive and be able to manage demanding ship owners, OEMs and engineers      

Qualifications and requirements for the Customer Service Manager:

• Ability to drive 
• Work on an “on call” rota covering the service inbox and emergency phone out of hours

This vacancy is being advertised by HSB Technical Ltd who have been appointed to act as a recruitment partner for this role.