The Pilot Group - Customer Service (Internal)
Central Manchester (10 minutes walk from Victoria with free parking)
Hybrid working - 3 office days
ESL connects the demand and supply of electrical components. As the world shifts to a more electric future, ESL helps customers procure their needs in this space by thinking and operating differently. The company joins supply chains together in a simple and easy-to-deliver way. We operate globally offering fast deliveries and making things easy both for our customers and our suppliers, developing long-term relationships with them. ESL is headquartered in Manchester and operates with a strong international presence.
Key Responsibilities
- Conduct regular 1:1s focused on check-ins, support, and general development conversations.
- Support team engagement and maintain a positive team environment.
- Escalate any performance concerns or wellbeing issues to the Customer Service Manager.
- Act as a key point of contact for the Customer Service team for day-to-day support.
- Support the coordination of daily workloads alongside Senior Customer Service Representatives.
- Ensure clear communication across the team and with wider departments.
- Follow up on outstanding actions, queries, and escalations.
- Support onboarding of new starters, ensuring training plans are followed.
- Assist in maintaining training documentation and process guides.
- Work with Senior Customer Service Representatives to ensure consistency in knowledge sharing.
- Ensure key processes and updates are clearly documented.
- Support adherence to SOPs and highlight any gaps or inconsistencies.
- Assist with basic reporting and tracking of team activity where required.
- Conduct return-to-work conversations.
- Support coordination of cover plans for absences.
- Ensure absence information is communicated appropriately.
- Maintain clear communication with the Customer Service Manager on team updates and issues.
- Ensure consistent communication across the team and wider departments.
Key Focus Areas
- 1:1s and team engagement
- Communication across the team and wider business
- Training coordination for new starters
- Follow-ups and accountability
- Documentation and process consistency
- Return-to-work conversations and absence coordination
Responsibilities handled by the Customer Service Manager
- Disciplinary processes
- Formal performance management including PIPs
- Annual performance reviews with full ownership
- KPI setting on an annual basis
- Pay reviews and salary discussions
- Final hiring decisions
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