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Customer Service Manager

An established brand is looking for bright and organised candidate with strong communication skills to champion excellent customer service to online customers and build and manage a successful customer services team.

The role:

  • Manage, coach and develop the Customer Service team, embedding the brands values and setting performance levels and KPIs.
  • Work with other functions of the business, particularly marketing and retail, to keep the customer services team up to date with marketing, brand and product development.
  • Proactively discover, advocate and implement initiatives to improve customer services processes and productivity.
  • Be the main point of contact for key, online customers and ensure that they are managed effectively.   
  • Troubleshooting complex customer queries efficiently and effectively.
  • Preparation and distribution of Customer Services weekly reports, statistics and customer feedback.
  • Work with third-party warehouse to ensure prompt fulfilment and despatch of orders, and to ensure all returns are handled within KPI times. 

The candidate:

  • Significant experience within a customer care management or supervisor role.
  • Highly computer literate in Microsoft Outlook, Word and Excel and experience of Zendesk would be beneficial.
  • Strong communication and problem-solving skills
  • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
  • Motivational skills and an ability to supervise and mentor a strong team
  • Creative thinking, to be able to come up with new ideas to improve Customer experience.

Salary:

  • Commensurate with experience

Customer Service Manager

Nottinghamshire, UK
Nottingham, UK
Permanent
Manager
Commensurate with experience

Published on 6 Nov 2020