Customer Services Manager

Job Description

Role: Customer Service ManagerFunction: Commercial /Customer ExperienceResponsibility: The process/art of increasing a customers lifetime value, making as many customers shop frequently and spend more money with each and every order.Reports to: Chief Operating OfficerLocation: Birmingham Head Office / Hybrid 3 days per weekCompensation: £30-35K + EquityOur background and your main purpose:WU makes personal Electric Vehicles (EVs) that look incredible and perform like kings of the road. From humble beginnings in a garage in Nottingham to our new headquarters in Birmingham and factory in Chelmsford, were a full circle, DTC, innovative UK-basedbrand that inspires, and kicks ass.In the face of fierce competition (and in a market ruled by big-name brands) we knew the only way to get our EVs out to people was to go direct. We reverse-engineered the flagship product we knew people would love and have grown a community of loyal customers,singing our praises all over the UK.But we wont stop there. Because weve now secured the investment to scale up and become an international EV brand. The rubber has hit the road!And thats where you come in - because were now focused on building our core team of talent, as we continue our relentless quest to create the hottest electric transportation on the planet, develop EV autopilot and accelerate the global transition to fully-sustainableenergy.Weve got big ambitions. We want to grow our revenue to £51m by 2024, invest more in our brand and talent, open a second headquarters in Berlin, and follow that with another HQ in New York.To help us grow the right way, we engaged eCommerce growth consultancy The Growth Foundation (Gymshark, Ruroc, THG). Their initial review identified several key hires to help us hit these ambitious scale-up targets.This role youre looking at now is one of them.This role is career-defining; allowing the right candidate to make their mark, learn while doing and work to propel WU into a trail-blazing, aspirational global EV Brand.The Customer Service Manager will champion the WU brand by leading and developing the customer journey by continually improving and delivering an outstanding customer experience.You will use every touchpoint with the customer to exceed their expectations and create a positive outcome and experience even when things dont go to plan. The Customer Service team interacts with both prospective and existing customers, answering enquiries,and offering advice, along with resolving any after-sales issues via phone, email, and online channels.You will be a highly motivated Customer Service Manager and have a passion for offering customers an above and beyond approach to the customer experience by leading by example and having transferable knowledge and experience.You will join WU at an exciting time and be part of the initial start-up team. WAU offers a hybrid working pattern, working a blend of head office based in Birmingham and working from home.Main Accountabilities:

• Give outstanding customer service which exceeds expectations by providing a bespoke journey to WU customers

• Lead by example and encourage individual and team development.

• Manage and lead all areas of customer service including communication channels such as web chat, email, phone, and social media

• Identify areas for improvement and future trends

• Generate ideas for improvement and development of the customer journey with WU

• Present feedback and trends to senior management that may impact WU customers experience.

• Manage customer service response and resolution times

• Reduce escalations through real-time coaching and development of the Customer Service team

• Lead the recruitment, resource planning, and training for the Customer Service team

This role is for you if:You are

• An excellent communicator who can and wants to enhance the customer experience by working collaboratively with the wider WAU management team.
• Passionate about giving outstanding customer service and wanting to exceed the customers expectations by providing bespoke solutions where needed.
• Flexible and enjoy working in a high pace, fast-moving, and changing environment
• Are passionate about WAU and its potential

You have

• Experience as a Customer Service Manager ideally within the online retail industry-leading and developing a team
• Ideally, have experience working in an eCommerce D2C market
• Have an understanding of current Consumer Legislation
• Have experience in managing communication channels via email, phone, and social media.
• Ideally, have experience in customer service improvement projects and change initiatives
• Have extensive experience in managing communication via email, telephone, and social media channels

WU Values and Behaviours:We know that the right people are our most valuable asset. We strive to hire excellent people to nurture and develop within our business to grow with us for the long run.We hire, invest and promote people that demonstrate our values through their daily behaviours.

• Humble
• Transparent - Brutally
• Open-minded / Self Aware
• Driven
• Believe in the Brand

Keyskills :
CommunicationRetailSocial MediaD2CConsumer Legislation