Customer Service Manager

3 weeks ago


Manchester, United Kingdom Page Personnel Secretarial & Business Support Full time

An opportunity has arisen for a Customer Service Manager to join an e-commerce retail business based in Manchester. The Customer Service Manager will lead and develop the customer service team, ensuring high levels of service.

**Client Details**

Our client, based in Manchester, is a market leading e-commerce business. With a wide range of customers globally, they are looking for a Customer Service Manager to join their team, leading and developing the customer service manager.

**Description**

Duties of the Customer Service Manager:

- Managing the overall customer service processes and department including workload/rota, training, performance and recruitment.
- Daily handovers and weekly reporting of customer service to senior management including ongoing issues, teams SLAs and KPIs.
- Continuous improvement of customer service; including the end-to-end customer distribution experience with the assistance of the Warehouse Manager and other teams.
- Developing detailed responses within Zendesk and making continuous improvements to ensure we are delivering excellent customer service.
- Handling all disputes, chargebacks, cases and claims with third party services such as DPD, DHL, Royal Mail, Klarna, Shopify, ClearPay and PayPal.
- Shopping the website daily to ensure that all promotions, banners, codes and categories are showing correctly and reporting any issues to the relevant teams to ensure a smooth customer journey.
- Contributing to the team effort and being hands-on and covering annual leave and sickness when required.
- Assisting with general administrative tasks and ad hoc duties as required.

**Profile**
- Previous experience in a similar role is essential.
- Experience using Zendesk, Freshdesk or similar systems is preferred.
- 1-2 Years of Customer Service Management, a fashion background would be a plus but is not essential.
- Experience using Shopify and PeopleVox (WMS) is preferred.
- Experience of using Microsoft Office in a professional environment.
- Previous coaching and leadership of a team.
- Displays a positive, can-do attitude and manner towards achieving company set targets.
- Great interpersonal and communications skills, both written and verbal, fluent in English with impeccable spelling and grammar.
- Natural flair for creative writing with the ability to write in different tones of voice.
- Inspirational leadership style to deliver consistent customer service, leading by example and always prepared to go the extra mile.

**Job Offer**

The salary on offer is £40k - £45k per annum



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