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Customer Services and Sales Support Manager

Req ID:  3612
Company:  DCC Vital - SP Services
Salary:  Not disclosed

Telford, GB, TF1 7XT

Contract Type:  Permanent
Date Posted:  20-Jun-2022



Job Title: Customer & Sales Support Manager


Location: SP Services, Bastion House, Telford


Department: Customer Support


Report to: Head of Sales & Marketing



Main Purpose of the Job


  • We are looking for an experienced Customer & Sales Support Manager to provide excellent customer support and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and productive manner, achieving a pre-agreed set of KPI’s, with the aim to increase customer satisfaction, loyalty and retention and to exceed customers’ expectations - Whilst also providing support for the Sales team with efficient admin coordination and support.


Main Duties & Responsibilities



  1. Effective management of the Customer Support team (4.5 heads currently), including training, development, and personal growth of team members, as well as ensuring priorities and KPI’s are met.


  1. Improve customer service experience, create engaged customers, and facilitate organic growth – With a LEAN approach to process management and development to enhance the customer journey, with the ultimate goal of increase customer retention and penetration.


  1. Provide additional capacity, including answering the phone, keying order and resolving issues in the team at a functional level to ensure, at peak times, KPI’s are met


  1. Take ownership of escalating customers issues and follow problems through to resolution – Working often in cross-functional teams, being the first point of escalation for issues arising across the team


  1. Develop, review, and implement service procedures, policies and standards


  1. Keep accurate records and document customer service actions and discussions


  1. Mentor and develop customer service team and nurture an environment where they can excel through encouragement and empowerment


  1. Keep ahead of industry’s developments and apply best practices to areas of improvement


  1. Maintain an orderly workflow according to priorities & pre-agreed KPI’s


  1. Provide a highly accurate level of sales support to the growing sales team, including management of a tender and frameworks calendar, collation and uploading of price files and coordination of monthly reports.


  1. Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training and development activities.


  1. Cooperate with the company on health and safety matters and comply with the company health and safety policy and procedures.


  1. Cooperate with the company on quality matters and comply with the company quality policy and procedures to promote a culture of customer service excellence within the company.


  1. Carry out any other related duties, within reason, as requested by management.






This job description reflects the present requirements of the post. It is not in order of priority or importance and is not intended as a complete list. The company reserves the right to alter the content of the job description, after consultation, to reflect changes to the duties and responsibilities of the role.