Customer Service Manager

3 months ago

Manchester, United Kingdom CurrentBody Full time

CurrentBody, a global ecommerce company specialising in beauty devices, is seeking a skilled and experienced Customer Service Manager to join our team. As the pioneering online destination for home use health and beauty technology, we offer the largest selection of safe, clinically-proven electrical health and beauty products in the world, backed by our team of knowledgeable experts and exceptional customer care. As the Customer Service Manager, you will play a critical role in leading and managing our customer service team to ensure our customers receive the highest level of support and satisfaction.

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 strategies and processes, continuously improving service quality and efficiency
  • Monitor and analyse customer service metrics and KPIs, identifying trends and areas for improvement
  • Handle escalated customer inquiries and complaints, resolving issues in a timely and satisfactory manner
  • Collaborate with cross-functional teams to address customer pain points and improve overall customer experience
  • Stay up-to-date with industry trends and best practices in customer service management
  • Plan work patterns and manage shift rotation according to business and seasonal need.

Requirements

  • Proven experience as a Customer Service Manager, preferably in an e-commerce or consumer goods industry
  • Demonstrated success in leading and managing a customer service team
  • Strong customer focus and ability to handle and resolve customer complaints and inquiries
  • Excellent communication and interpersonal skills
  • Ability to analyse data, identify trends, and make data-driven decisions
  • Proficient in Microsoft Office Suite and CRM software (Gorgias)
  • Experience in implementing and driving customer service improvement initiatives
  • Strong leadership and team management skills
  • Ability to work in a fast-paced and dynamic environment

Benefits

Competitive Salary

33 days Holiday

Staff Discount

EAP Scheme

Free Parking

Regular Social Events


We are committed to creating a diverse and inclusive work environment, where all our employees have equal access to opportunities. We strongly encourage applications from all backgrounds, which will be considered regardless of race, colour, religion or belief, gender expression, sexual orientation, national origin, pregnancy and maternity, disability, or age.


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