Customer Experience Manager

2 months ago

London, Greater London, United Kingdom Jaded London Full time
About the Role

We are seeking a highly skilled and experienced Customer Care Manager to join our team at Jaded London. As a key member of our customer service team, you will be responsible for ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Team Management: Manage, motivate, and support a team of customer care representatives to ensure they have the skills and knowledge to provide excellent customer service.
  • Customer Experience: Continuously improve the customer experience by identifying areas for improvement and implementing changes to ensure seamless delivery of products and services.
  • Process Improvement: Review and improve processes and procedures to ensure they are efficient and effective in meeting customer needs.
  • Performance Monitoring: Track key performance indicators (KPIs) and identify areas for improvement to ensure the team is meeting customer service standards.
  • Communication: Develop and maintain effective communication with customers, team members, and other stakeholders to ensure seamless delivery of products and services.
  • Problem Solving: Resolve customer complaints and issues in a timely and professional manner.
  • Training and Development: Provide training and development opportunities to team members to ensure they have the skills and knowledge to provide excellent customer service.
Requirements
  • Experience: Minimum 2-3 years experience as a Customer Care Manager for online stores with a team of at least 4 people.
  • Team Management: Experience in managing a team and developing team members to achieve their full potential.
  • Customer Service: Proven experience in providing exceptional customer service and resolving customer complaints.
  • Communication: Excellent communication and interpersonal skills, both written and verbal.
  • Problem Solving: Ability to analyze problems and develop effective solutions.
  • Technical Skills: Working knowledge of customer service software, databases, and tools.
What We Offer
  • Employee Discount: 50% employee discount on all products.
  • Holiday Entitlement: 24 days holiday per year, plus bank holidays.
  • Birthday Leave: A paid day off on your birthday.
  • Moving Allowance: A paid moving day per year.
  • Hybrid Working: 1 day per week working from home.
  • Pension Scheme: 3% Jaded, 4% you.
  • Bonus Scheme: Eligible for a bonus scheme.
  • Employee Assistance Programme: Access to an employee assistance programme for you and your family.
  • Referral Bonus: £500 employee referral bonus scheme.
  • Local Discounts: Local business discounts.
  • Office Location: Our office is located in North-West London, with good transport links.
  • Casual Dress Code: Casual office dress code.
  • Kitchens and Fridges: Fully-stocked kitchens and fridges.
  • Office Social Events: Regular office social events.

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