We are searching for an experienced and enthusiastic Customer Service Manager for our client, a fast-growing online business, a leader in their field, who operate a very successful business model via their eCommerce website, eBay and Amazon, serving almost 10,000 customers per week.
Our clients pride itself on providing an exceptional customer experience. This role is an opportunity to be part of an exciting journey with a team of high performing professionals who enjoy succeeding and reward performance - there are real opportunities to progress within the business as they grow rapidly.
Our client offers an exciting vibrant working environment and due to the COVID-19 pandemic their teams have been working mainly from home but are now returning to the office over the next couple of months - the role will therefore be office based, adhering to social distancing and government guidelines.
What else do we offer? To be part of a positive and dedicated team. The opportunity to have a say in the company and put forward your own ideas to the Directors. A successful fast growth business. Opportunities for fast promotion and development. A relaxed but professional environment, with a light, modern and clean office space with a work-space designed to avoid staying sat down all day (adjustable desks). Dynamic working hours - working as a team to ensure we achieve a good work life balance. Competitive rates of pay, with regular salary reviews and a step-by-step path to salary increases.
Reporting directly to the Founder/ Owner of the business you will be working as part of an effective management team, leading a team of Customer Service Advisers and 2 Team Leaders. Day to day you will be working alongside the team answering emails, telephone and live chat to customers. You will be using several different online tools to give tailored advice to customers. You will be conversing with distributors, couriers and customers to protect the customer journey and ensure the customer has the best possible experience.
There are 2 Team Leaders who will report directly to you; you will be managing the team and you will ensure the Team Leaders have everything they need to be able to lead the team effectively.
You will manage and use reporting tools to review SLA's and metrics, to ensure excellent customer service and cost to serve at all times. You will enthuse and influence the team and keep the office fun and high energy. You will be instrumental with regards to suggesting and designing customer service process improvements.
You will also be responsible for health and safety in the workplace. You will help manage the team's performance and personal development.
Some of your day-to-day duties will include; Carrying out and attaining the mission and goals of the business. Take responsibility for ensuring excellent customer experience at all times. Energetically improve the standard of work done every minute of every day. Continued development of an employee focused company culture that emphasises quality, continuous improvement, key employee retention and development, and high performance. Planning staff levels and controlling cost to serve verses customer service experience. Working with the management team to recruit, interview, select, hire and employ the appropriate number of employees. Coach, mentor and develop staff, including overseeing new employee on-boarding and training.
To be considered for this position you need to have endless energy and instinctively be driven. You must be a completer-finisher and take pride and satisfaction from a job well done. You must be dynamic, hardworking and naturally skilled at motivating others with good attention to detail.
You must have a deep understanding of all levels of customer service and be confident managing customer expectations. We work as a team so being an honest, upfront and flexible team player is important. As the manager you will need to be comfortable providing feedback to members of the team, as well as receiving feedback yourself. We strive to constantly improve the culture of improvement in the business through inspiring individual change.
To excel at this role, it is imperative that you are able to train and coach members of the team. As individuals we want our team to be ambitious, self-driven and resilient.
Successful candidates will have worked in a customer service environment (face to face or phone based). You will be able to put yourself in the customer's shoes and show a polite, positive and concise attitude. You will be confident dealing with unhappy and happy customers alike, and you should be able to recover service levels in different situations, ensuring that customers are satisfied.
This Customer Service Manager position is based on an average of 45 hours per week - these hours are made up of shifts, Monday through to Friday, and you will also be required to work a shift on one Sunday per month. When working on the Sunday you can take a day off work during that week (either a Thursday or a Friday). You DO NOT work on Saturdays.
Please forward me your CV and details and I will call you to discuss the opportunity in more depth.
Please note that due to a high level of applications, we can only respond to applicants whose skills and qualifications are suitable for this position.
No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.
Bowerford Associates Ltd is acting as an Employment Agency in relation to this vacancy.
- Company Name
- Bowerford Associates
- Job Location
- South West
- United Kingdom