Customer Service Manager Contact Centre

2 weeks ago

Wembley Central, United Kingdom CCP Full time

Our client, an instantly recognisable luxury brand is seeking an experienced customer service manager to take control of its 60FTE, multi-lingual, multi-channel, inbound contact centre operation.
Reporting to the Director of Customer Care, this is a highly pivotal role which will see you take full operational responsibility for a team of high performing customer service specialists who are engaging, for the most part with high net-worth individuals.
As the first point of engagement for each customer's journey, it is imperative that you pride yourself in delivering brilliance at each and every opportunity, ensuring that service expectations are met and fall inline with the expectations that my client'svalues dictate.
The Customer Service Manager will assume responsibility for 2 operational sites; the main one being in Central London where this role will see you based full-time, and a smaller satellite office based in the US.
You will work closely with an array of key internal and external stakeholders which include customer service, training and quality, workforce management and more and you'll enjoy a fully supportive environment with a model designed to offer high performingstaff excellent career progression within the business.
**To be considered for this role, you MUST**:

- Have previous contact centre management experience or customer service management experience within a contact centre environment
- Possess excellent people leadership and development capability
- Understand, and have experience of what delivering customer engagement brilliance looks and feels like
- Have previous luxury market experience
- Be able to engage with key stakeholders and be confident as the voice of the customer service operation
- Speak a 2nd language (ideally French or Italian)

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