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Customer Service Operations Manager
2 months ago
Location: Hybrid working model with convenient access to public transport.
Salary: Up to £28,000 (commensurate with experience)
Benefits:
- Hybrid working arrangement (2 days in the office)
- 25 days of annual leave (plus Bank Holidays)
- Pension scheme
- Company events and product discounts
- Monthly team outings
- Summer working hours
- And much more
Are you dedicated to delivering outstanding customer support? Our client, a prominent online retailer, is seeking a Customer Service Operations Manager to lead their vibrant team.
Key Responsibilities:
- Oversee the daily functions of the Customer Service department.
- Act as a brand and product representative, ensuring the organization’s values are consistently upheld.
- Address customer inquiries and resolve issues through various communication channels, including phone, email, and chat.
- Track team performance metrics and report key performance indicators to the Customer Success Manager.
- Create and manage shift schedules, assigning tasks to ensure efficient operations.
- Handle administrative responsibilities, including customer feedback management and logistics claims.
- Supervise the completion of daily administrative duties within the team.
- Develop and uphold a Service Level Guideline to facilitate effective issue resolution.
- Establish a clear escalation protocol and serve as the final point of contact for unresolved customer service matters.
- Design and implement core processes and training programs to achieve industry-leading customer service standards.
- Support the Customer Success Manager in daily operations and third-party logistics management.
Qualifications:
- Minimum of 2 years of experience in a customer service leadership role.
- Strong organizational and time management abilities.
- Proficient in Microsoft Office and familiar with CRM software.
- A genuine passion for the brand and its products.
- High level of accuracy and attention to detail in data handling.
Office Angels operates as an employment agency for permanent recruitment and as an employment business for temporary staffing solutions. We are committed to equal opportunities in the workplace.
