Customer Care Manager

1 week ago


Woodbridge, United Kingdom Pure Resourcing Solutions Full time

**Customer Care Manager**
**Woodbridge**
**£27,000pa**
**Monday-Friday 8:30-5pm
- Home working available**
Pure are currently representing an established business in Woodbridge with the recruitment of a Customer Service Supervisor to manage the customer care team effectively to deliver excellent customer service throughout the department.Ensuring customer queriesand issues are handled efficiently and professionally
Key Responsibilities:

- Manage a small team of three customer care assistants to ensure customer enquiries and issues are allocated and handled effectively
- Transition to new Microsoft Dynamics 365 system
- Planning resource to ensure effective cover for holidays, absence and peak seasonal fluctuations
- Managing the internal systems for logging, updating and tracking issues and their resolution
- Liaising with garden centre teams, web and central teams to ensure customer issues are allocated to appropriate individuals and acted upon in a timely and professional manner
- Producing weekly reports showing trends and insight
- Sending our customer satisfaction survey (NPS) to customers and ensuring actions are in place to address issues and drive improvements
- Developing plans to address root cause and prevent recurrent issues
- Managing the relationship with our external call centre - ensuring the quality and timeliness of responses
- Regularly reviewing and updating the scripts for the call centre
- Updating Frequently Asked Questions for customers
- Dealing with customer escalations from the team
- Conducting monthly audits of compensation and vouchers
- Running processes to ensure our loyalty club members receive their membership cards on a timely basis
- Budget management
- Work within Service Level Agreements to liaise with suppliers on issue resolution

Key Skills:

- Passionate about customer service excellence and proven track record of delivering
- Experience of working in customer care team and managing others with supervisory experience as a minimum
- Able to build effective relationships with a variety of internal and external stakeholders
- Excellent communication style, verbal and written
- Able to work in a fast paced, retail environment
- Flexible and adaptable to changing business requirements
- Organised and able to effectively prioritise self and team
- IT literate with the ability to learn and work with in-house systems (Mercatus, COMS, Magento)
- Microsoft office - working knowledge to intermediate level
- CRM knowledge (Microsoft Dynamics Experience preferred)
- Flexibility to cover key weekends and bank holidays, as required


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