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Customer Experience Director
2 months ago
Job Title: Customer Service Manager
Company: Harris Lord Recruitment
Location: Remote (Flexible Working Arrangements)
Job Type: Full-time
Salary: £30,000-£32,000 per annum
About the Role:
We are seeking an experienced Customer Service Manager to lead and support our customer service team. The successful candidate will be responsible for overseeing daily operations, ensuring customer satisfaction, and resolving any service issues efficiently.
Key Responsibilities:
- Team Management: Manage the customer service team, organizing workflow and ensuring tasks are completed to a high standard.
- Productivity Monitoring: Monitor team productivity, providing feedback and support as needed.
- Performance Reviews: Conduct annual performance reviews and manage team leave and sickness.
- Customer Resolution: Resolve customer complaints and issues, ensuring a positive customer experience.
- Training and Development: Train new team members and keep the team informed on new procedures, products, and promotions.
- Customer Communications: Handle customer communications, including order processing and upselling.
- Return and Refund Management: Manage customer returns, refunds, and online reviews.
- Collaboration: Collaborate with the accounts team on overdue or over-limit trade accounts.
About You:
The ideal candidate will be a problem-solver with excellent communication skills, a keen listener, and a strong sense of empathy. You should have previous experience in a similar customer service role, with management experience. The role requires strong attention to detail, a good telephone manner, and proficiency in Microsoft Office, particularly Word and Excel.
Additional Information:
- This is a fully remote role, and you must be able to work independently.
- Benefits include a pension contribution, life assurance, rising annual leave, and product discount.
