Optical Customer Service Manager

A leading Optical manufacturer based in the Lancaster area are looking for a full time Customer Service Manager.

They supply high quality optical lab services into Opticians all across the UK, specialising in glazing, surfacing and tinting

Optical Customer Service Manager - Role

Head office based, leading the Customer Service team Lead a team of 5 people Accountable for delivering a team mind-set of a customer centric approach, a desire to continually enhance the customer experience and to add value. Accountable for delivering a culture of high employee engagement, continuous learning and continuous improvement. Identify training needs within the team and ensure that all team members are suitably trained by using relevant coaching, mentoring and training techniques. Prepare, conduct and manage induction program for new starters - regularly reviewing performance and development and communicating decisions in a professional, timely and appropriate manner. Responsible for managing sickness absence, disciplinary, grievance and performance management of team members Accountable for the customer experience within customer care. Own the delivery of KPIs - track KPIs and ensure successful delivery. Proactively understand data (including KPIs) to form insights, taking ownership to drive action and continuously enhance the customer experience. Be a senior representative of customer care, working collaboratively across the business to drive improvements to the customer experience. Manage complaints; ensuring that all issues are resolved quickly and efficiently; minimising any impact to the customer experience and providing effective resolutions for both customers and the business.Optical Customer Service Manager - Requirements

Experienced Opticians Practice Manager or Dispensing Optician Strong leadership and management skills Ability to problem solve Excellent understanding of customer service Ability to track and understand KPI's Training experienceOptical Customer Service Manager - Benefits

Base salary between £35,000 to £40,000 Monday to Friday - 9am to 5pm 20 days holiday plus bank holidays Become part of the Employee Ownership team after 6 monthsTo avoid missing out on the opportunity please follow the 'Apply Now' link and we will be touch as soon as possible