CUSTOMER SERVICES SUPERVISOR - HEAD OFFICE - LUXURY

Location
London
Salary
£30000 - £35000 per annum + BENEFITS
Posted
15 Sep 2016
Closes
13 Oct 2016
Ref
CSSUPDW
Contact
Diana Wheeler
Function
Customer Service
Sector
Luxury
Job Type
Permanent
Level
Supervisor
Are you an experience luxury retailer seeking a move into a Head Office environment? I am currently seeking a Customer Services Supervisor for this fast-paced luxury environment. Managing a large team of CS advisors, you will drive outstanding service to customers and brands alike, whilst leading and developing a large team.

I am open to speaking with both current Head Office Customer Services Supervisors, AND retail DMs, ASMs, or GMs seeking a move into a HO environment.

Reporting to the Customer Service Manager, you will be responsible for ensuring the highest levels of customer service are delivered to both customers and brands across every communication channel. You will be managing a team of Customer Service Advisors to ensure productivity and a consistent delivery of service excellence.

What You'll do:

*Provide leadership and guidance for the UK Customer Service team
*Set clear objectives for Customer Service Advisors and manage their quantitative and qualitative performance
*Monitor real-time workload and queues/backlog across all channels; work closely with Supervisors to reallocate resources according to queues
*Act as point of escalation for the UK team for customer complaint and IT related support resolution
*Identify individual rep training needs, train/coach Customer Service Advisors and coordinate with Training team for continuous development
*Manage team attendance and report any discrepancies to Real Time Supervisor
*Lead daily improvement efforts with team to ensure high level of service
*Work closely with global CS Supervisors to ensure consistency of training and process

Who You Are:
*Passion for providing exceptional customer service with a results driven attitude
*Experience in customer service managing a large, global team, preferably in a luxury fashion retail environment
*Excellent verbal and written communication skills
*Ability to work under pressure and manage uncertainty in a fast-paced environment
*Ability to lead and motivate a team
*Self-motivated, confident and articulate
*Passion for luxury fashion and a good understanding of fashion brands
*Proficient user of IT systems, both customer service specific and windows packages
*Strong listening skills
*Positive approach to change and can-do attitude to drive business results
*Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed

** Please note that due to the high volume of applications, only successful candidates will be contacted.


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