Customer Service Manager

Salary £37,500 - 39,500

Location Steeton

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

We are currently looking for a Customer Service Manager to lead our UK Customer Service Department based at our Headquarters in Steeton (West Yorkshire, UK).

To lead, develop and motivate a high-performing contact centre customer service team that delivers exceptional customer satisfaction through every customer interaction, achieves key operational and service-level targets, drives continuous improvement, and supports Acorn Stairlifts' commitment to improving lives through outstanding products, service and customer care.

Type of Contract: Full Time, Permanent
Starting Salary: £37,500 - £39,500
Working Hours: Monday to Friday - 40 hours

Benefits of working at Acorn:

Induction and training programme
Investors in People award
Healthcare and pension provisions
Free on-site parking
Excellent transport links to Leeds, Bradford, and Skipton
Cycle to work scheme
Company Events
On site Canteen (Subsidised food)
Gym Membership discounts
Health & wellbeing programme

Key responsibilities include:

Deliver a consistently excellent customer experience across all service channels.
Ensure customer enquiries, complaints and service requests are resolved efficiently and professionally
Promote a customer-first culture that supports Acorn's reputation for quality and service
Monitor customer feedback and implement improvement plans
Establish clear performance expectations, hold teams accountable for delivering agreed service levels and customer satisfaction
Create a highly engaged and motivated working environment, and support a positive team culture.
Lead, coach and develop Team Leaders and Customer Service Coordinators
Conduct regular one-to-ones, performance reviews and development discussions
Recognise and reward outstanding performance
Ensure compliance with company policies, processes and quality standards
Identify opportunities to improve processes, systems and customer outcomes
Support the implementation of new technologies and service initiatives
Share best practice across the wider business

Skills and Experience:

Proven experience managing a customer service operation
Customer-focused with a genuine desire to improve both employee and customer experiences
Ability to build high-performing teams through effective recruitment, onboarding and talent development.
Strong people leadership and coaching skills
Experience handling customer escalations and complaint resolution
Ability to build strong relationships with employees at all levels
Excellent interpersonal, influencing and communication skills

Must be able to display the Acorn Values

OUR VALUES

Quality of the products we make and sell and the service we provide
Unity Working together as one team
Integrity Acting responsibly and honestly to deliver on our promises
Caring About our customers, each other and the wider community
Ambition Taking Pride in all we do and striving to improve

We Recognise Your Efforts

Acorn Achievers: Monthly awards scheme with £100 vouchers for winners and £50 vouchers for runners-up.

Recommend a Friend: Earn up to £100 if your referral joins Acorn.

Please, apply now if you want to be considered for this role.

All recruitment communications will come solely from our internal Recruitment Team at Acorn Stairlifts.

Please note: this position may close early if we receive a high volume of qualified applications. To ensure ample consideration, please submit your application as soon as possible.

The Company

Acorn is a world-leading company, producing over 70,000 stairlifts annually and trading in more than 80 countries. A one-stop-shop for stairlifts, Acorn manufactures, sells direct to the public, installs and maintains home stairlifts. It has built its global reputation on quality, reliability, customer service and industry-leading response times, especially for curved stairlifts.

Employing over 1,500 people worldwide, Acorn offers a wide range of career opportunities in all sectors of its growing business. It is committed to placing the right people in roles which match their abilities and ambitions, then helping them develop still further to reach their full potential as part of the Acorn team.