We are currently looking for a Customer Service Manager to lead our UK Customer Service Department based at our Headquarters in Steeton (West Yorkshire, UK).
To lead, develop and motivate a high-performing contact centre customer service team that delivers exceptional customer satisfaction through every customer interaction, achieves key operational and service-level targets, drives continuous improvement, and supports Acorn Stairlifts’ commitment to improving lives through outstanding products, service and customer care.
Type of Contract: Full Time, Permanent
Working Hours: Monday to Friday – 40 hours
Benefits of working at Acorn:
- Induction and training programme
- Investors in People award
- Healthcare and pension provisions
- Free on-site parking
- Excellent transport links to Leeds, Bradford, and Skipton
- Cycle to work scheme
- Company Events
- On site Canteen (Subsidised food)
Key responsibilities include:
- Deliver a consistently excellent customer experience across all service channels.
- Ensure customer enquiries, complaints and service requests are resolved efficiently and professionally
- Promote a customer-first culture that supports Acorn’s reputation for quality and service
- Monitor customer feedback and implement improvement plans
- Establish clear performance expectations, hold teams accountable for delivering agreed service levels and customer satisfaction
- Create a highly engaged and motivated working environment, and support a positive team culture.
- Lead, coach and develop Team Leaders and Customer Service Coordinators
- Conduct regular one-to-ones, performance reviews and development discussions
- Recognise and reward outstanding performance
- Ensure compliance with company policies, processes and quality standards
- Identify opportunities to improve processes, systems and customer outcomes
- Support the implementation of new technologies and service initiatives
- Share best practice across the wider business
Skills and Experience:
- Proven experience managing a customer service operation
- Customer-focused with a genuine desire to improve both employee and customer experiences
- Ability to build high-performing teams through effective recruitment, onboarding and talent development.
- Strong people leadership and coaching skills
- Experience handling customer escalations and complaint resolution
- Ability to build strong relationships with employees at all levels
- Excellent interpersonal, influencing and communication skills
Must be able to display the Acorn Values
OUR VALUES
- Quality of the products we make and sell and the service we provide
- Unity Working together as one team
- Integrity Acting responsibly and honestly to deliver on our promises
- Caring About our customers, each other and the wider community
- Ambition Taking Pride in all we do and striving to improve
We Recognise Your Efforts
Acorn Achievers: Monthly awards scheme with £100 vouchers for winners and £50 vouchers for runners-up.
Recommend a Friend: Earn up to £100 if your referral joins Acorn.
All recruitment communications will come solely from our internal Recruitment Team at Acorn Stairlifts.
- Please note: this position may close early if we receive a high volume of qualified applications. To ensure ample consideration, please submit your application as soon as possible.
#J-18808-Ljbffr…