Optical Customer Service Manager - Lancaster - Mon to Fri - Up to 40K

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Office Based Role
Monday to Friday
9am to 5pm
35-40K
Manage a Team of 5 People

Opticians vacancies and Optical Customer Service Manager jobs based in Lancaster. Zest Optical recruitment are working with a leading Optical lab in the Lancaster area to recruit a full time 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