Customer Service Manager

4 weeks ago

Chelsea, United Kingdom Moore Talent Solutions Limited Full time

A luxury retail brand based in Chelsea, Southwest London, is looking for an experienced Customer Service Manager to join their team. The Customer Service team operate across a 7 day working week, therefore Saturday & Sunday availability/flexibility is essential.You do have the option to work remotely on Fridays and at the weekend.

You will be tasked in aligning two current Customer Service teams (Phone Team & Aftersales) into one multi-functional team. Responsible for the ongoing performance, by evolving, developing, and identifying operational efficiencies across the team to furtherenhance levels of service. Elevating the level of service to customers provided across sales, general queries and aftersales to ensure consistency throughout the whole department. Empowering your team to make quick decisions within our values and guidelinesto pro actively and reactively resolve issues that impacts our customers.

You and your team are brand ambassadors, always representing at the highest level, building a strong customer connection and the highest rates of customer happiness. Utilising your industry knowledge and expertise to assess existing ways of working and processesby identifying opportunities for streamlining, process efficiencies, and enhancing customer experience outcomes.

**KEY RESPONSIBILITIES**
- Management and organisation of the day to day running of the Customer Service department, ensuring shared workloads are allocated effectively across the team
- Work with the Head of Retail to shape the right strategy and initiatives for the department and the wider business
- An in depth understanding of the importance of customer care, ensuring the customers experience is stress free. Being proactive when addressing issues so customers continue to feel valued and their overall experience is a positive one
- Managing the team to ensure all customer queries are dealt with courteously, efficiently, and, if required, resolving issues in a timely manner and supporting with any escalations
- Management of all outstanding elements relating to balance payments or Consumer Finance requirements
- Management of the Delivery Daily Debrief, ensuring prompt resolutions for customers
- Identifying potential QA issues, collating, and reviewing data to improve efficiencies and in turn customer satisfaction
- Identifying further training and development requirements to ensure upskilling and progression
- Manage and ensure all processes are current and fit for purpose, proposing solutions or new initiatives with the Head of Retail and overseeing creation and management of key documents
- Setting and management of all KPI’s across the team
- Effective collaborative working across all internal stakeholders to ensure best customer service and a joined-up customer experience
- Compiling weekly/monthly/quarterly reports for various stakeholders & departments across the business and attending relevant meetings in relation to strategy development and project integrations & implementation
- Supporting your team with product knowledge and system training to ensure they have all the tools required, whilst identifying individuals key skills to enhance & develop
- Ongoing management of team HR administration

**SKILL & EXPERIENCE**
- Previous experience managing a customer service team, preferably with large ticket items and with aftersales experience
- Excellent communication skills and ability to tailor approach to each individual/customer
- A motivational manager and proactive team player also capable of performing tasks independently and following own initiative
- Be enthusiastic and dedicated to providing excellent customer service
- Professional, friendly and approachable with a can-do attitude towards internal and external staff at all times
- Knowledge of customer platform ticketing systems
- Strong multi-tasker who enjoys working to schedules and deadlines
- Be fluent in English and have an excellent standard of written and spoken communication
- Ability to communicate clearly and effectively with employees in all departments
- Be fully computer literate with experience using Office software

**BENEFITS**:

- Enhanced Maternity & Paternity Pay (after 1 years service)
- Pension Scheme
- Health Cash Plan
- Dental Cash Plan
- Staff Discount
- Employee Assistance Programme

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