Customer Service Manager

3 months ago


Liverpool UK, Merseyside, United Kingdom Zachary Daniels Full time

We have an exciting opportunity available for a Customer Service Manager to join a successful outdoor sportswear brand for their growing customer service team based in Liverpool. This is a entrepreneurial business who have grown every year since their launch 5 years ago and 2024 is going to be another big year for them, with a real focus on international presence.

You will be responsible for managing team members and maintaining general communications. Provide strong leadership, creating a proactive and successful operational team which strives to exceed expectations, delivers to defined benchmarks and ensures that standards and processes are followed to provide a best-in-class customer service

Main roles and Responsibilities:

  • Lead and manage a team of customer service representatives, providing coaching, training, and development opportunities to ensure excellent customer service delivery.
  • Develop and implement customer service policies and standards.
  • Address and resolve customer complaints or concerns, escalating issues when

    necessary.
  • To develop the tools available to better manage customer interaction, including the

  • adoption of live chat and CRM systems.
  • Take ownership of creating and maintaining KPIs which manage and drive team

  • efficiency.
  • Collaborate with cross-functional teams to address customer pain points and improve

  • overall customer experience.

Requirements, skills and experience:

  • Experience in a similar customer services management role.

  • Excellent communication skills, both verbal and written, with the ability to convey

  • information clearly and effectively.
  • Strong problem-solving skills and the ability to handle customer complaints or difficult

  • situations with empathy and professionalism.
  • Enthusiastic understanding of omni-channel operations - cross departmental - online

  • and offline.
  • Able to develop a team through training and mentoring.

Salary/Package:

  • Full-time, Permanent.
  • 100% in office.
  • 25 days holidays, your birthday as a holiday plus 8 bank holidays.
  • Generous staff discount.
  • Discounted marketplace with money off/cash back from 100's of places.

BBBH30839



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