Customer Service Manager

3 weeks ago


United Kingdom Encore Recruitment Limited Full time

Customer Services Manager

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



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