Customer Services Manager (FTC until June)

We are seeking a dynamic manager to join our Customer Services team in Frating, Essex on a short fixed-term contract of approximately 8 weeks, with the potential of being extended. At Penguin Random House, we believe that every book can change anyone, and our Customer Service team plays a vital role in making that happen. As our Customer Service Manager (UK), you will be at the heart of our customer journey, ensuring that our key customer accounts, as well as our UK customers, receive the exceptional service they deserve from pre-ordering to delivery. Reporting to the Head of Customer Service, you will collaborate with managers and directors across distribution and sales teams to proactively address customer needs and potential issues. Your ability to build strong relationships both internally and externally will be crucial in delivering the high standards our customers expect. You will also lead and develop a team of Team Leaders and Advisors, fostering a culture of continuous improvement and service excellence.,

• Build and develop relationships with key account customers, understanding their needs and alerting the business to necessary changes.
• Enhance the customer experience by building relationships with UK customers and sales colleagues, reducing delays, and improving service levels.
• Arrange regular virtual meetings with senior sales colleagues to address issues, resolve conflicts, and understand future plans.
• Update processes and procedures to accommodate customer needs and ensure systems reflect these changes.
• Manage peak periods by working with customers, sales colleagues, and the shipping manager to provide the best service.
• Provide monthly data analysis of customer journeys, highlighting concerns and implementing solutions.
• Handle escalations from customers and sales colleagues, seeking timely resolutions and preventative measures.
• Manage a team of Team Leaders and Advisors, ensuring they have the skills to offer exemplary service.
• Develop a high-performing team through performance management, coaching, and development, supporting talent growth and succession planning.
• Ensure system and process enhancements are effectively implemented and teams are prepared for changes.
• Champion a culture of continuous improvement in customer experience and operational efficiency.
• Attend sales meetings to understand future growth areas and ensure customer service teams are trained and resourced to meet demands.
• Set challenging goals for the department based on service excellence and efficiency needs.
• Establish key communication channels to ensure customer orders are fulfilled on time and proactively communicate any issues.
• Work closely with the Project Manager to deliver continuous improvement initiatives and broader projects.
  
  A strong leader that understands the need to always deliver an excellent customer experience and horizon scans for future needs
• Extensive knowledge and experience in managing complex key accounts in a dynamic environment.
• Natural leadership skills with a focus on developing team members to optimise performance.
• Experience in handling multiple customer and colleague queries and escalations.
• Exemplary written and verbal communication skills.
• Strong negotiation and influencing abilities with key stakeholders.
• Ability to analyse reports and statistics, interpreting data effectively.
• Excellent organisation and time management skills.
• Someone who is very collaborative in their approach - working across boundaries
  
  Hybrid working
While our offices across the UK are places to connect, collaborate and celebrate with colleagues, we recognise that flexibility around where you work is just as important. This is an onsite position and so we expect that you will work from our office in Frating, Essex five days per week. However, flexibility around hybrid working can be discussed at the interview stage. About Penguin We're the UK's largest publisher; made up of some 2,000 people and publishing over 1,500 books each year. Our doors are open to all kinds of talent. In a constantly evolving industry, we work hard to stretch the definition of the word publisher. Here, you'll work with a breadth of talent who all play their part to make each of our books a success. Together, we make books for everyone because a book can change anyone. The recruitment process You can read about our recruitment process at

Circa. £50,000 dependent on how your skills and experience align to the role, plus benefits. What you can expect from us Our people are the heart of our business, and we work hard to support a culture of responsibility and recognition. Our benefits include:
• Financial - income protection, life assurance, childcare allowance
• Wellbeing - healthcare cash plan, critical illness cover, health checks
• Lifestyle - enhanced parental leave, tech scheme, free and discounted books