Senior Customer Service Operations Manager

2 days ago


Luton, Luton, United Kingdom JD Full time
Job Description:
  We are seeking an experienced Customer Service Operations Manager to lead our customer service operations in the UK. This role is responsible for developing a team from scratch, ensuring high customer satisfaction, and efficient issue resolution.

Key Responsibilities:
  
  • • Develop and implement customer service policies, procedures, and standards
      • Build, lead, and develop the customer service team
      • Handle customer inquiries, complaints, and issues
      • Work with logistics, sales, and marketing teams to ensure seamless customer experience
      • Monitor customer service performance metrics and identify areas for improvement
      • Train, mentor, and develop customer service staff
      • Optimize customer service platforms and tools
      • Develop strategies to handle seasonal customer service demands
      • Support the setup and growth of the customer service team


Requirements:
  
  • • Proven customer service management experience in e-commerce or retail
      • Experience in building and scaling customer service teams
      • Strong leadership and team management skills
      • English fluency required; Chinese proficiency a plus
      • Ability to use customer service software and tools effectively
      • Bachelor’s degree in business, management, or a related field preferred


Salary:
  £45,000 - £60,000 per annum, depending on experience.

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