Customer Service Manager

3 weeks ago


Birmingham, United Kingdom Encore Recruitment Limited Full time

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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