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Customer Service Manager
4 months ago
Join the Wowcher Team - We're Hiring a Customer Service Manager #128640;
Derby (Embrace the office vibes – 3/4 days a week)
We’ve helped thousands of people learn dog grooming, steam clean their front rooms, obtain the latest gadgets, whiten their teeth, decorate their houses, eat more healthily and even be more experimental in the bedroom… On top of this we’ve also partnered with some of the UK’s leading brands including Graze, Build-a-Bear Workshop, Odeon, Fitness First, Diet Chef, Very.co.uk, PrettyLittleThing, Random House, EasyJet and Ocado... to name just a few
This manager will be responsible for overseeing the daily operations of our merchant services department. You will take ownership of all escalated queries and complaints into the department and will be responsible for handling the more complex tasks sent through the team, along with team reporting across a variety of channels. In addition to this you will help assist with the day-to-day team tasks across both teams, providing support to other team members, and assisting them with the day-to-day volume and queries. You’ll also be responsible for reviewing practices, identifying potential risks, maintaining team knowledge and reporting.
Conduct thorough analysis of refund data, leading meetings to address discrepancies and drive resolution.
Make strategic decisions to optimise customer satisfaction and service quality based on insights gained from data analysis.
Ensure strict adherence to Service Level Agreements (SLAs) within both merchant and customer services, ensuring timely and efficient issue resolution.
Develop and elevate Net Promoter Scores (NPS) for merchants, fostering strong relationships and loyalty.
Lead and manage a team of employees, providing guidance and support as needed.
Proactively identify and address potential gaps in service delivery through forward planning.
Analyse data and make recommendations for improvements to processes, procedures, and systems mainly including an overview of results within customer service.
Handle customer complaints promptly and professionally, aiming for swift resolution and customer satisfaction.
Assist sales teams during merchant meetings by addressing service-related inquiries or concerns, ensuring seamless support and alignment with business goals.
Proficient in Microsoft Office, particularly Outlook and Excel, with a background in data analysis and report creation being advantageous.
Adaptable and flexible in rapidly changing environments.
Our office is like no other - it's a hub of fun and creativity
#Flexible working - blend office and home for your ideal work-life mix
#25 days of holiday + 8 bank holidays (plus the option to nab 5 extra days)
#Why not grab a coffee and a pastry to start your morning.
#Wellness Wednesdays (hello, free massages)
#drinks and snack trolley - kick back and relax with a cold beer or prosecco
#Games area for some friendly competition
#Benefits platform Perkbox so you can get discount and rewards across the UK
#Monthly social events – All Bar Wowcher Cycle Scheme and Season Ticket Loan to get you moving
#Auto-enrolment pension scheme. Whilst it’s great to live in the here and now, we have to make sure we’re preparing for the future, with up to 10% employer contribution.
#Enhanced Employee Assistance Provider for confidential support and advice
#Eye Care Vouchers – we’ve got you covered
#Store discounts across the Wowcher website (including travel deals)
#Smart-casual dress code every day
