Customer Service Manager

2 weeks ago


Peterborough, United Kingdom Reed Business Support Full time

Customer Service Manager

My client is a luxury brand looking for a Customer Service Manager to join their busy growing team. The company ethos is very much about the customer and them enjoying their experience so is at the forefront of everything they do so they are looking forsomeone who shares in that view and relishes in it. As their new Customer Service Manager, you will
- Enjoy and thrive within the challenge of being in a small but busy team and fast paced environment
- Love providing an outstanding customer service and genuinely want to progress within this industry
- be able to Identify and report on actions to improve KPIs.
- Start a Knowledge Base so Customer Support have all the information at their fingertips and the customer has what they need.
- Set up reporting to show key metrics such as contact rates, case resolution time, % first time resolution, % automated, cSAT and our Customer Support cost per contact query
- Have a strong work ethic with flexibility given at times
- Be happy to "muck in" when quiet and help in other departments if required.

Monday - Friday 9.00 - 5.00 (some flexibility maybe needed depending on demands of the business)


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