Customer Service Manager

Your new company

Hays is proud to be partnering with a global leader in smart technology solutions, renowned for delivering innovative customer-centric services across the globe. This organisation is expanding its footprint and is seeking a dynamic Customer Service Manager to lead and elevate the customer experience across its global operations.

Your new role

• Monitoring site performance and working with sales teams to optimise service-to-revenue ratios.
• Managing regional inventory and ensuring availability of critical components.
• Ensuring efficient staff rosters are developed and maintained to meet operational demands.
• Ensuring preventative maintenance schedules are developed and executed, including collaborating with technical support teams.
• Managing operational budgets, including overseeing staff reimbursements and cash handling procedures.
• Driving customer engagement initiatives and upselling opportunities at service points.
• Producing detailed monthly reports on operational performance and customer satisfaction.
• Leading the end-to-end customer on-boarding of key new clients to ensure the selected system arrives as expected and is installed and ready for customer handover and use.
• Conducting regular meetings with key client's operational management team to ensure alignment and proactive issue resolution.

What you'll need to succeed

• Demonstrated capacity leading and implementing system improvements.
• Leadership and team management experience gained from leading an exceptional customer service team.
• Sales outcome focussed with the ability to identify and contribute to value-added services.
• Strong attention to detail and problem-solving ability.
• Experience managing rosters, inventory, and customer-facing teams across multiple regions.
• Flexibility to travel and work non-standard hours when required
• Financial acumen: ability to understand financial reports, key performance data and ROI calculations to optimise financial returns

What you'll get in return

• A leadership role with global impact and visibility.
• Opportunity to shape customer experience strategy in a growing business.
• Collaborative and innovative work culture.
• Competitive remuneration and career development opportunities.

What you need to do now