Contact Centre Manager – Luxury retail SW

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A unique online luxury furniture retailer seeking an extremely talented and ambitious Customer Service Manager to join their exceptionally fast growing business. Your role Reporting directly to the Head of Customer Services, you will be responsible for the overall day-to-day management and performance of the Customer Service team, ensuring we deliver an exceptional on-brand level of customer service and that all customer related operations are operating against agreed KPIs. This role is a fantastic opportunity for someone who wants to excel both the growth of our company and their career by taking real ownership and control for the performance of this key team and area of the business. Responsibilities Day-to day line management and motivation of the CS Team to ensure they deliver an exceptional customer service in an operationally efficient way, as per agreed KPIsDetailed monitoring of customer communications to ensure the team are ‘on brand’, provide accurate information and to improve quality, minimise errors and track Customer Service Executive’s performanceDay-to-day monitoring and development of the processes and KPIs used by the CS Team to ensure we remain in a continuous improvement stateGetting to the root causes of any customer service and/or operational issues and proactively seeking, recommending and implementing resolutions and improvementsHandling and resolving 2nd line customer escalations in line with company policyThe completion of team member appraisals including identifying and developing talent/ identifying and handling underperformance in line with company policyManagement of the recruitment, selection, induction, training and ongoing skills development of your teamProvide accurate management information on the team and functions performanceLeading monthly meetings with the team to feedback on theirs and the business’ performanceRecording and monitoring hours, timekeeping, attendance, holiday, and sickness What you’ll need: 4 + years office based customer service management experience with a proven track record of high achievement and exceptional customer service deliveryThe ability to cut it in a hyper-growth start-up – we’re looking for a really agile, team player, who is passionate about customer services and our company/brandA professional, pro-active and can do attitude – someone who is willing to go the extra mile to “make it happen” and who takes real accountability for their own and their teams performanceVery strong operational skills as well as customer service experienceThe ability to successfully juggle lots of things at once and the type of person who enjoys and thrives on working in this waySuper organisational skills – we are looking for a clear thinking, structured and process driven individualStrong people management skills and confidence in your ability to maximise the teams potentialA quick learner, able to problem solve quickly and take ownership comfortablyExceptional oral and written communication skillsGreat attention to detailThe ability to stay calm and work well under pressure in a target driven environmentExcellent Microsoft Office skills – Outlook, Excel, Powerpoint, Word (essential)Experience working with a CRM system notably Salesforce (desirable) What’s in it for you? You’ll get to work in a driven, energetic and extremely fast growing company reporting directly into the Head of Customer Services. You will manage the whole, rapidly expanding, customer service team, building out a great team beneath you and aiming to rise to senior manager level within 2-3 years. £38-42k depending on experience. Hours are Monday to Friday 9-5.30pm.

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