We are seeking an experienced and dynamic Customer Service Manager to lead our client's customer service team. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer experiences. This role involves analysing customer feedback, managing service operations, and supervising a team of customer service representatives to ensure high standards of service are maintained.
Responsibilities:
- Lead and manage the customer service team, ensuring they are motivated and equipped to deliver outstanding service.
- Analyse customer feedback and service metrics to identify areas for improvement and implement effective solutions.
- Develop and maintain training programmes for staff to enhance their skills in customer interaction and problem-solving.
- Supervise daily operations, ensuring adherence to company policies and procedures while maintaining a positive work environment.
- Communicate effectively with customers to resolve issues promptly and efficiently, fostering strong relationships.
- Collaborate with other departments to enhance the overall customer experience and address any systemic issues affecting service delivery.
- Prepare regular reports on team performance, customer satisfaction levels, and operational challenges for senior management.
About You:
- Proven experience in a customer service management role or similar position.
- Experience within an ecommerce environment preferred
- Strong leadership abilities with a track record of supervising teams effectively.
- Excellent analytical skills with the ability to interpret data and make informed decisions.
- Exceptional communication skills
- Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
- A commitment to fostering a positive team culture focused on continuous improvement.
- Familiarity with customer relationship management (CRM) systems
Benefits:
- 25 days holiday + BH which increases over time
- Annual paid volunteer days
- Hybrid working
- Company events
- Fresh fruit provided