Job Overview
Apply now Adecco Recruitment are currently recruiting for on behalf of our client, a National Customer Services Manager to join their site in the Morecambe area.Qualifications: Ideally degree qualifiedExperience:Proven SAP experience; customer focused; process improvement orientated; commercially astute; people management; project management; P&L management; managing/influencing people; waste related, SHEQ and/or compliance experience would be beneficialMain purpose of job:To lead and manage the Customer Services Department, including Customer Service, back office administration and Healthcare billing function.To maintain close working relationships and improve the customer experience through effective communication channels directly with customers and internally with functional managers: transport, operations and site managers, SHEQ, sales and commercial.To continually improve to achieve the company's goals of speed and accuracy in all areas of the Customer Services Department responsibilities: customer experience, customer liaison, order entry, invoicing etc.To develop the department to become a highly motivated industry leading, customer-focussed, front line service and to provide the highest level of customer experience.Duties/Responsibilities:*To lead and manage the Customer Services department to provide the highest level of customer service. To ensure that all staff are trained to a high level of competency. *To carry out team meetings and briefings, setting of objectives and KPI's, conduct performance management reviews, set targets, allocate duties and delegate effectively to create a highly motivated team and effective department.*To manage Healthcare Billing function and department to achieve timely and accurate invoicing.*To ensure the Customer Services and Healthcare Billing departments communicate with key internal stakeholders regularly and effectively. Internal stakeholders will include site operations and production administration personnel, transport management, sales and commercial managers, technical and laboratory staff, accounts, finance and IT managers.*To ensure the Customer Services and Healthcare Billing departments communicate effectively with key external stakeholders. External stakeholders will include customers, potential customers and suppliers.*To ensure that all invoicing is carried out in a timely fashion with minimum errors. To monitor and continuously improve to achieve and surpass the company's performance targets (including related measures such as credit notes, customer complaints, aged debt, sales unbilled levels etc).*To liaise with Accounts regarding credit control, setting up new customer accounts and setting credit limits whilst ensuring accuracy of data within the company's data system.*To ensure that all Customer Service and Healthcare-related non-conformances and complaints are handled in a timely fashion and to implement both corrective and preventative measures.*To produce and present regular Customer Services and Healthcare Billing performance reports as appropriate and/or required by line management.*To monitor Key Performance Indicators appropriate to the department (including Healthcare billing) and/or as agreed with line management, and to identify and introduce improvements to achieve the goals set for those KPIs. To produce accurate and timely business management data where related to the department's processes and to assist in the analysis of this for the monitoring and continuous improvement of the company's performance.*To understand each role within the responsibility of the department to the degree that you would be able to provide cover and training if necessary.*To liaise with the Technical Services Department to expedite a smooth and timely transition from First Enquiry to Sale, involving all other stakeholders may be necessary.*To co-ordinate the dissemination of brokering information to any/all relevant company personnel to ensure the company realises the most profitable results.*To review manpower requirements of the department and related processes to ensure optimum effectiveness. To ensure that suitable cover is available for all roles to maintain service levels through periods of absence.*To manage the departmental costs, striving for best efficiency of performance vs cost.*To work with the IT department and associated Business Relationship Managers to identify, develop and continually improve the IT systems within the department. To streamline and simplify processes to provide the highest level of customer serviceKey Attributes / Essential Skills:*Experience of managing a customer services department*Strong people management & influencer*Experience of SAP and data management systems*Positive 'can-do' approach*Excellent communication skills*Dynamic, creative, reliable, self-starting and self-driven*Ability to work to agreed time scales and constraints*PC literate, including Word, Excel & Powerpoint*Ability to understand & influence cross-functional teamsOther Desirable Skills:* Basic understanding of waste legislation*Some experience of UK waste industry*Ideally degree qualified with strong literacy and numeracyPersonal Background:*Proven Customer Services Department Management*Positive outlook with strong communication skills________________________________________Department Customer ServicesContract type PermanentHours 37.5Salary CompetitiveBenefits Company Pension Scheme, Life Assurance Scheme, Discretionary Bonus, Laptop and Mobile Phone________________________________________Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.