Customer Service Manager
3 weeks ago
Customer Services Manager
Birmingham
If you are considering sending an application, make sure to hit the apply button below after reading through the entire description.
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
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