Customer Service Operations Manager

4 weeks ago

Coventry, Coventry, United Kingdom JD Full time
Customer Service Manager Job Description

We are seeking a seasoned Customer Service Manager to spearhead our customer service operations in the UK. The ideal candidate will have a background in e-commerce, customer service, and team leadership, with a strong willingness to work in a dynamic startup environment.

Key Responsibilities:
  • Team Leadership: Build, lead, and develop the customer service team from the ground up, ensuring high levels of customer satisfaction and efficient issue resolution.
  • Policy Development: Develop and implement customer service policies, procedures, and standards.
  • Customer Interaction: Manage day-to-day customer interactions, handling escalated customer inquiries, complaints, and issues.
  • Collaboration: Work closely with other departments, including logistics, sales, and marketing, to ensure a seamless customer experience.
  • Performance Analysis: Monitor and analyze customer service performance metrics, identifying areas for improvement.
  • Staff Development: Train, mentor, and develop customer service staff, creating a positive and productive work environment.
  • Platform Optimization: Ensure that customer service platforms and tools are optimized for efficiency and effectiveness.
  • Seasonal Planning: Develop strategies to handle seasonal customer service demands, including peak shopping periods.
  • Team Growth: Support the setup and growth of the customer service team as the business scales.
Key Requirements:
  • Leadership Experience: Proven experience in a customer service management role, preferably in an e-commerce or retail environment.
  • Team Building: Experience in building and scaling customer service teams.
  • Communication Skills: Strong leadership and team management skills, excellent communication and interpersonal skills.
  • Problem-Solving: Ability to work in a fast-paced, startup-like environment, strong problem-solving abilities, and a customer-first mindset.
  • Technical Skills: Ability to use and manage customer service software and tools effectively.
  • Education: Bachelor's degree in business, management, or a related field (preferred but not required).

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