Customer Service Manager

2 weeks ago

Bolton, United Kingdom Alex James Digital Full time

Our client are a fast growth ecommerce business. **The Role** They pride themselves on excellent customer service which is consistently maintained to a very high standard. The business has enjoyed a period of sustained growth and as a result they are creating a new role for a Customer Experience Manager (CEM), who will lead the overall customer journey with the support from a small, established team of friendly customer advisors. The main duties of the CEM will be to provide an excellent customer experience pre and post purchase with the focus of maintaining a high level of customer satisfaction. The CEM will be responsible for managing the customer experience department in an efficient and enthusiastic manner whilst adhering the business brand ethos. **Key responsibilities** - Lead the Customer Experience Team in delivering the day-to-day processing of customer orders from receipt through to after sales queries, in line with Company procedures. - Hands on "People Manager" to drive energy and enthusiasm - motivating and encouraging growth through continuous improvement and training. - Directly communicating with customers to resolve any senior escalations complaints - Direct response to any negative trust pilot reviews in a view to improve customer satisfaction. - Interpret customer experience data to inform strategies to improve the overall customer journey. - Ensure all SLA / KPI management are met. - Communicating with other department line managers to collectively improve the overall customer experience. - Responsible for ensuring that standard office and HR procedures are applied and are working correctly. - Comply and promote all statutory and company safety policies and instigate work practices, which results in a safe and healthy workplace. - Undertake any reasonable tasks or duties assigned by the Directors, General Manager or Operations Manager. - Instil and adhere to the company ethos/brand within the customer experience team. **Required skills and experience** - Previous management experience is desirable. - Experience in providing sales and customer service support to customers. - Pro-active leadership and people management skills essential. - Highly effective communication and interpersonal skills. - Lead by example and act as a role model for the delivery of exceptional customer service. - Take ownership of the performance of the team and provide members with realistic KPIs. - Understanding of customer service software, e-commerce software and tools. - Strong level of literacy and numeracy. - Excellent telephone manner. - Excellent attention to detail. - Ability to think strategically. - Commercial awareness essential. Excellent package on offer.

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