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Customer Service Lead

4 months ago

Harrogate, United Kingdom Reed Business Support Full time

Customer Service Lead

Harrogate

Permanent, Full time

Salary DOE

**The role will involve**:

- Designing and implementing a new Customer Experience structure
- Management responsibility for the Customer Service team
- Automation of current customer experience processes
- Improve customer satisfaction metrics
- Continuous feedback loop between Customer service and eCommerce to ensure the website journey is giving the smoothest journey possible for customers
- Ensure the CRM is utilised to the function of the business to support the work of the Customer Service
- Operations - liaising with Operations to ensure third party support (warehouses and couriers) are supporting the customer experience and proactively any exceptions are being flagged
- Ownership and improvement of the returns, refunds and replacements process

**About you**:

- You will have experience in a similar role and ideally have worked in a seasonal or consumer based business
- You'll have experience in the improvement of processes and efficiency
- Experienced with a range of different software
- Strong customer focus
- People management skills and experience managing an inhouse and outsourced customer service teams

**In return you will be offered**:

- A highly competitive salary
- Hybrid working
- Good benefits package
- On site parking
- Staff discount

**If this sounds like a role you are interested in please don't hesitate to apply