Customer Service and Solutions Manager

The Customer Service and Solutions Manager is responsible for leading and further developing LWT's customer service and solutions team. This role focuses on ensuring that every customer interaction – whether by phone, email, or chat, reflects LWT's commitment to responsiveness, accuracy, and genuine care. The Customer Service and Solutions Manager will continue to evolve the team's structure, resources, and processes to strengthen overall service quality. This includes developing clear service standards, SOPs, and KPIs that prioritize timely and comprehensive support while maintaining efficiency and consistency across all communication channels. A key focus of this role is building and mentoring a knowledgeable, confident, and collaborative team – one that is equipped to address customer needs thoroughly and efficiently while fostering long-term satisfaction and trust from our customer base. The Customer Service and Solutions group's objective is to provide a seamless, high-quality experience that supports customers throughout their relationship with LWT and reinforces the company's reputation for dependable and thoughtful service.