Customer Service Manager

About Us

We are a leading Importer, Manufacturer and distributor of medical cannabis in the UK. Grow supplies its own brands to pharmacy and wholesale partners, as well as providing these services to third party clients. Our third-party client Import, Manufacturing and distribution services are a fast growing area of the business, which requires exceptional co-ordination, communication and service levels.

The Customer Services Manager will play a vital role in the expansion of client services and developing this side of the business.

Role Overview

The Customer Service Manager is responsible for overseeing the daily operations of the customer service department, ensuring exceptional customer experiences and efficient service delivery. This role involves managing a small team, resolving escalated issues, improving processes, and maintaining high levels of customer satisfaction.

Key Responsibilities·       Intercepting client orders, co-ordinating and communicating to various departments·       Building and maintaining client relationships·       Organising regular meetings with clients ·       Increase monthly sales figures ·       Lead, mentor, and develop the customer service team·       Set performance goals and conduct regular reviews·       Manage staffing schedules and workload distribution·       Provide ongoing coaching and training·       Ensure high-quality customer interactions across all channels (phone, email, chat)·       Handle complex or escalated customer complaints·       Monitor customer satisfaction metrics (CSAT, NPS, etc.)·       Implement initiatives to improve customer experience·       Oversee daily department operations·       Develop and improve customer service processes and procedures·       Ensure adherence to company policies and service standards·       Manage service level agreements (SLAs)·       Track KPIs such as response time, resolution time, and customer satisfaction·       Analyse trends and identify areas for improvement·       Prepare reports for senior management·       Work closely with sales, product, and operations teams·       Provide customer feedback to drive improvements·       Support company-wide customer-focused initiatives·       Manage CRM and customer support systems·       Ensure proper documentation of customer interactionsSkills & Experience Required·       Proven experience in a customer service leadership role ·       Proven records of sales and growth within Customer service·       Strong leadership, communication, and interpersonal skills ·       Excellent problem-solving and conflict resolution abilities ·       Experience with CRM software (e.g., Salesforce, Zendesk) ·       Analytical mindset with ability to interpret data and metrics ·       Ability to work in a fast-paced environment·       Experience in a regulated environment is preferable Personal Attributes·       Customer-centric mindset ·       Friendly and great communicator ·       Leadership and team development ·       Emotional intelligence ·       Decision-making ability ·       Organizational and time management skills ·       Adaptability, confidence and resilienceWhat We Offer·       A senior and influential supervisory role within a highly regulated and specialist manufacturing environment ·       Competitive salary and benefits package, commensurate with experience ·       Opportunity to work closely with senior leadership and play a key role in shaping site strategy and performance ·       A supportive and collaborative working environment with strong cross‑functional teamwork ·       The chance to make a tangible impact on site performance, compliance, and continuous improvement