Customer Service Director

3 days ago

Poole, Poole, United Kingdom Aspire Jobs Full time
Customer Care Manager

Location: Poole

Salary: Up to £50k OTE

Benefits: 30 days holiday (including bank holidays), pension, health cash plan, mental health support, wellbeing dog, simply rewards, car benefit scheme, life assurance, paid annual flu jabs, discounts on services and products, local hospitality and leisure discounts, cycle to work scheme, refer a friend, career development, social events

Aspire Jobs is delighted to be working exclusively with our client, a luxury brand with locations across Dorset and Somerset.

We are seeking a Customer Care Manager to join their central support team based at their Head Office. This is a fantastic opportunity for a passionate professional looking for a contact centre/customer services position where you can deliver exceptional service to high-end clients for an established premium brand.

Please note that this is not based in a traditional call centre

The successful candidate will:

  • Have previous CRM/contact centre management or customer service leadership experience from B2C and B2B.
  • Be happy to work in a day-to-day management role.

The role will see you leading a small but growing team to deliver aftersales bookings and sales leads to the business, while maintaining the highest levels of customer experience.

  • Lead the CRM team to deliver aftersales bookings and sales leads to the business.
  • Ensure the highest level of customer experience is offered to customers through the booking process, including supporting booking advisors with, or personally taking on complex customer issues.
  • Understand all internal and manufacturer KPIs, maximising earnings from bookings and achieving external bonuses.
  • Compile monthly and quarterly team results and bonus/commission payments.
  • Manage the relationship with the CRM agency and data providers, developing opportunities to improve data usage and automated customer journey.
  • Champion database management, developing and running reports to monitor accuracy and identifying improvements.
  • Continually refresh your own knowledge, to ensure that all work and all processes remain relevant, legal and compliant, from both an efficiency and compliance perspective.

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