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Customer Service Manager

4 months ago

Birmingham, United Kingdom Encore Recruitment Limited Full time

Customer Services Manager


If you are interested in applying for this job, please make sure you meet the following requirements as listed below.

Birmingham

We are recruiting a Customer Services Manager for a successful retailer. Within this role you will take full responsibility for the day to day running of the customer service operation and team. Proactively manage and co-ordinate day-to-day activities whilst achieving targets and delivering a high-quality professional service to our e-commerce customers, store customers and internal teams. This is a full time, office-based role working 5 days over 7.

Kay Responsibilities:

  • Managing and leading a team of phone-based customer service advisors
  • Dealing with escalations and customer complaints
  • Support with the recruitment process of the team
  • Manage the training and development of the team
  • Develop and implement customer service policies and procedure
  • Measure customer satisfaction and improve services
  • Monitor measure and improve department KPI’s where necessary
  • Search for opportunities to increase customer loyalty and satisfaction
  • Undertake performance management duties and provide feedback as well as coaching to achieve business goals and personal development
  • Manage the overall use of all customer service systems and process
  • Manage the team rotas and implement multi tasking across the team
  • Offer a full customer service experience to both e-commerce and store locations, via email, telephone and social media
  • Build effective relationships with internal departments and external third parties
  • Oversee Health and Safety within the department and team

Person Specification:

  • Previous customer service experience in Managerial/Supervisory capacity
  • Ability to meet deadlines
  • Confident and able to work under pressure
  • Good communication skills with good attention to detail

Desirable Skills:

  • Experience using Freshdesk
  • Experience using Digital Genius