Senior Customer Experience Specialist

3 weeks ago

Banbury, United Kingdom Joma Jewellery and Katie Loxton Full time

**THE OPPORTUNITY**

As our Senior Customer Experience Specialist (B2C), you will lead by example and coordinate the Joma Jewellery & Katie Loxton retail Customer Experience team. Working alongside the department manager, you make an impact by offering suggestions to improve and develop the customer journey, be a key support your team and continue to extend the Joma Jewellery & Katie Loxton customer experience beyond our incredible products

Our customers are at the heart of everything we do. Whether that's the time we spend to perfect our packaging, our personalised products service, or the special experience that customers get when ordering through our website. The Customer Service team is no different - we want to deliver a service that is best-in-class. We take a lot of pride in delivering a personalised and memorable experience to clients and customers with a whole range of different queries.

If you have proven experience coaching and mentoring others within an internal customer services team, a strong passion for delivering exceptional customer service and enjoys working in a friendly, supportive, fast paced environment, then this may be the perfect position for you

You will be working an 8 hour, 5 days a week shift pattern. We are currently operating on a ‘any 5 in 7’ contract, this essentially means that you could be occasionally required to work a shift on any day of the week, this will include up to 2 weekend days per month, with one weeks’ notice. On the occasion you are asked to work an ‘any 5 in 7’ shift, your working hours may vary based on the business’ needs.

You will be able to work predominantly from home in this position. On average, you will be required to work from our Head Office in Banbury once or twice a month, this may flex up or down dependent on business needs.

**BEHIND THE BRANDS**

We’re a family-run, entrepreneurial company with an exciting pace of life and a bright and friendly team. We are passionate about creating stunning products with a personal touch and innovating our business behind the scenes. We value creativity, collaboration and integrity.

**HOW YOU'LL CONTRIBUTE**
- Supporting and monitoring KPI performance daily
- Managing the team’s daily tasks and schedule
- Developing and mentoring team members to get the best out of them by leading by example, offering support and guidance
- Supporting the Retail manager with resource planning to ensure the business is ready to adapt to changes in customer contact volumes and channels
- Supporting the department manager in implementing new systems
- Assisting the team with tickets/managing complaints & identifying how our customer journey can be improved by analysing and providing feedback to the department manager
- Implementing solutions to improve the customer journey
- Developing and optimizing best-practice and systems across all channels - web, support, talk
- Liaising with other departments to improve the SLA customer journey (OPS, design, marketing and Ecommerce) to ensure all communications lead to positive customer experiences
- Supporting the team in peak periods if demand is greater than resources
- Conducting interviews and reviewing CVs with the department manager to ensure key roles are filled over peak trade

**THE TALENT YOU'LL BRING**
- Excellent organisational skills in both written and verbal communication.
- Experience in working in a fast-paced environment
- An excellent understanding of what constitutes good customer service, and an ability to develop team members to embody these high standards
- Previous management/reporting experience
- Highly organised with time management, flexible and able to work under pressure
- A commitment to achieving goals and going above and beyond
- The ability to develop great relationships with other supporting teams
- Positive attitude and inspiring leader to the team
- Previous experience using Gorgias or other CRM systems
- Optimising team performance and increasing efficiencies within the team

**PERFECTLY PACKAGED**
- A competitive salary
- 25 days holiday rising to 27 with length of service, plus bank holiday
- A broad benefits package including our staff favourite - a very generous staff discount across both our brands. See all of our benefits on our careers portal
- Opportunities to make an impact as well as learn and develop further
- An innovative and friendly workplace with a team we’re proud to be part of. Find out more about us and our culture on our careers portal
- Joma Jewellery was founded in 2008 by Katie and Geoff Loxton, since then we have gone from strength to strength, launching Katie Loxton in 2015 and growing our business beyond the UK. We know that part of that growth comes from the fact that we take diversity and inclusion very seriously. We strive to be the best in our field, and we know that happens by hiring a diverse team and encouraging everyone to be their authentic selves when working with us. We don’t hire based

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