Customer Services Manager

1 week ago

Bristol, United Kingdom WHSmith Full time

**Based: Bristol Head Office**

**This is a FTC position whilst we recruit a permanent individual into this role**

This is an extremely important appointment in the senior commercial leadership team at Funky Pigeon, reporting to the Commercial Director.

As Customer Happiness Manager, you are responsible for an internal team of 12 and managing our 3rd party peak support provider.

Your responsibilities will include:

- Create a centre of excellence for customer queries - delivering best in class Customer happiness, whilst delivering best in class customer engagement scores
- Establish sustainable reporting metrics for service - implement KPI’s and SLA’s to ensure quality and efficiency of service in line with the business objectives
- Hands on day to day management of the team, supervisors & our 3rd party peak support provider
- Develop & deliver the strategic vision - with the inclusion of software or technology enhancements to improve efficiencies

Who we’re looking for:

- Extensive expertise in Customer Service Management in a fast-paced retail / e-commerce environment or similar
- Strong hands-on experience in managing a service department in a business that has extreme peaks and troughs in seasonal trade
- Proven track record of scoping and delivering technology enhancements to drive efficiencies whilst delivering improved customer satisfaction results
- Collaborator, a self-starter, team player, builds trust, high emotional intelligence
- Ability to juggle many projects at once, move between big picture and detail easily
- Customer obsessed, drives customer agenda across the entire organisation
- Strong ability to balance creativity and department processes to develop a strong bond with the Customer, while being able to make commercial decisions
- Excellent people management and communication skills

**About Us**:
We pride ourselves for our best in the market quality of personalised cards and gifts (our range is over 20,000 products). We own most of our range’s production end to end. Our main factory is based in Guernsey, whereas several smaller production facilitiesare located in England. Our brand enjoys strong customer loyalty, which drives high retention rates when compared to other e-commerce businesses.

WHSmith Group acquired Funky Pigeon in 2011, whereas the brand itself has been around for over 10years in the UK. We have exciting plans to grow our market share in personalised gifts, flowers, and e-cards markets and expand internationally. Whatever the occasion,we have something special for our customers.

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