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Customer Services Manager
3 months ago
**Customer Service Manager**
**Location**:Dorking, Surrey
**Hours**:Full-Time, Permanent
**Salary**: £28,000 - £32,000
Our lovely client in the ecommerce industry is seeking a Customer Service Manager to join their team.
**Roles & Responsibilities**
- Take on a leadership role within the Customer Service team, representing the department in cross-company meetings and overseeing the rest of the CS team, providing support & guidance where needed
- Responsible for the general provision of Customer Service to clients, ensuring their high standards of service are maintained at all times through speedy responses, genuinely helpful resolutions, and friendly interactions.
- Lead the recruitment of any new agents into the Customer Service team
- Lead the training & onboarding of any new members of staff into the Customer Service team
- Set the standard and lead by example with all customer interactions, ensuring all customer conversations are handled with a high standard of politeness, professionalism, promptness, and willingness to help.
- Work with the Chief Marketing Officer to develop and implement customer care policies that work for the customer, help the business, and empower the customer care team to make decisions quickly and effectively
- Oversee all customer care processes and technology, ensuring time is used effectively and anything that can be automated or standardised.
- Oversee all Customer Service performance reporting, including service metrics, returns/exchanges data, product issues & customer complaints.
**Person Specification**
**Essential Knowledge & Experience**
- Fluent in written and spoken English
- Proficiency in Microsoft Excel, and the rest of the Microsoft Office 365 suite
- Hands on experience developing customer care best practices, whether creating new policies, implementing new technology, or developing new processes
- Experience leading a customer care operation is valued
- Experience in a multi-channel customer care role or roles is desirable (e.g. not just on the shop floor, but on the phones and on live chat)
- Retail or ecommerce experience is highly desired
- Experience with handling customer data and using this to inform policies or decisions is desired
- Working knowledge of Gorgias, Zendesk or a similar virtual customer care centre is desired
**Personal Qualities**
- A hands-on, can-do attitude especially when the going gets tough
- The ability to adapt quickly to changing circumstances, and stay calm through it all
- A natural team player who believes if you’re not overcommunicating, you’re under-communicating
- A keen attention to detail.
- A naturally organised soul - you love a good naming convention, consistent colour coding & keeping things neat & organised
- A nerd for numbers - you enjoy getting deep in metrics and really understanding what’s changing and why
- A quick thinker who can spot problems, find solutions, and communicate them to a team within the blink of an eye
- A natural leader, who’s totally at ease picking up a new project, bringing people on board, and making it happen
- Curious in nature and always looking to question, learn, and look for better ways to do things
- You relish working in a small company with a fast paced and ever-changing environment and comfortable taking on lots of new responsibilities
- Proactive & confident, coupled with strong verbal and written skills
- You’re personable, fun, and appreciate that being part of a team is about more than getting the job done
This is an office-based role that’ll need to be located in close proximity with our warehouse team in order to really succeed. However, we have a flexible working policy and you’ll be able to work from home on o ccasion as needed
