Customer Service Manager at The People Practice

Our client, a fast-growing culinary company, is looking to hire a Customer Service Manager who will be responsible for overseeing all aspects of the customer service team, managing the customer service function to ensure exceptional client experiences.

This role requires a highly organized, people-oriented individual who can manage the team and serve as the primary liaison between the organization and its clients coordinating the team to ensure seamless execution and client satisfaction.

This role involves handling inquiries, managing schedules, coordinating with vendors, and supporting operational tasks related to logistics. 

Responsibilities

CUSTOMER SERVICE

• Respond to emails and inquiries in a timely and professional manner.
• Handle orders and client requests, ensuring accuracy and responsiveness.
• Oversee the team management, ensuring all processes are well managed and functional.
• Prepare and manage the customer service department weekly calendar, scheduling tasks for efficient workflow.
• Oversee the customer service team to ensure all inquiries, complaints, and requests are handled professionally and promptly.
• Develop and implement customer service policies, standards, and procedures.
• Monitor and evaluate team performance, setting KPIs to maintain high service levels.
• Handle escalated customer issues and resolve conflicts effectively.
• Gather and analyze customers’ feedback to improve services and customer satisfaction.

LEADERSHIP AND TEAM COORDINATION

• Manage and supervise the customer service team.
• Provide regular coaching, feedback and support to enhance the team’s performance.
• Coordinate cross-functional collaboration with other teams leads to meet customers’ expectations.
• Maintain clear and organized records of orders and delivery schedules to support operations.

REPORTING & ADMINISTRATION

• Prepare regular reports on departmental activities.
• Compile a monthly summary of client feedback, complaints and administrative achievements.
• Maintain accurate records of client interactions, service issues, and conflict resolutions.
• Prepare and present regular reports on customer satisfaction and team performance.
• Ensure compliance with all relevant company policies, safety regulations, and legal requirements.

Qualifications

• Bachelor’s degree in Business Administration, Hospitality, Communications, or related field.
• Minimum of 3–5 years of experience in customer service team management, preferably in a supervisory or managerial role.
• Proficient in Microsoft Office and customer service software (e.g., CRM systems).
• Ability to work flexible hours, including evenings and weekends, depending on schedules.
• Proficient in budgeting, scheduling, and invoicing.
• Familiarity with calendar planning, team coordination and good customer service.
• Strong knowledge of CRM, Microsoft Office Suite and administrative tools.

Must have skills

• Client-focused mindset.
• Crisis management and problem-solving.
• Attention to details.
• Team leadership.
• Time and resource management.
• Strong presentation and negotiation skills
• Strong written and verbal communication abilities.
• Excellent organisational skills and attention to details.
• Ability to manage multiple priorities and deadlines.
• Adaptability and problem-solving skills.
• Good team management.