Customer Service Manager

Full Job Description

Are you a Customer Service Manager who is looking for a new and exciting opportunity to join a growing retail brand? Our client due to growth are looking for a Customer Service Manager with experience of managing a call centre

If you're looking for a company with great benefits and culture - then please apply!

What's in it for you?

• 10% Bonus
• 25 Days Holiday + 8 Bank holidays
• Free on-site parking
• Private Medical Insurance
• Private Dental Insurance
• Retail Discounts
• Plus more!

Responsibilities

• Responsible for the daily functions of the customer service team, improving customer service procedures, policies and standards for the department and organisation
• Managing, leading and motivating a team of customer service staff, training staff to deliver a high standard of customer services
• Conducting root cause analysis and provide on-going recommendations and solutions to improve professionalism and customer service procedures and policies
• Co-ordinate and manage B2C customer service projects and initiatives
• Responsible for maintaining appropriate staffing levels to ensure daily and weekly targets are achieved as per the B2C team KPI’s

Experience Required

• 5+ Years’ line management experience within B2C customer service environment, preferably a call/contact centre experience
• Excellent knowledge of customer service principles and practices
• Knowledge of SAP & CRM systems
• Microsoft Office including Word, Excel (advanced level), Outlook, PowerPoint and Project knowledge
• Ability to work within a fast paced environment