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Customer Service Manager

Alex James Digital
Job LocationManchester
EducationNot Mentioned
Salary30,000 - 35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Our client are one of the fastest growing online home retailers in the North WestThey are at the forefront of their market, ensuring that customers get the best of the best and affordably.The business is in hyper-growth mode and now need a Customer Service Manager to accelerate and spearhead its newly formed customer service team.This is a fantastic opportunity for a passionate and driven individual to come in and really own the customer service strategy and excel in their career.Responsibilities:

  • Leadership and Direction: define and communicate the Customer Service Strategy, articulating how this aligns to the wider business. A strong communicator who can motivate leaders and colleagues to deliver key customer and colleague outcomes.
  • Continuous Improvement: Your curious nature will ensure you identify opportunities to improve customer journeys. A strong ability to interpret data, customer insight and utilise colleague feedback will enable you to influence key stakeholders to make interactionswith customers are easy and colleagues are able to support customers in the most efficient manner.
  • Ensures Accountability: Holds self and others accountable to meet commitments. Inspire leaders to set stretching priorities that drive value. Accountable for delivering against agreed outcomes and metrics, taking appropriate action where necessary to ensurethe achievement of team / personal objectives.
  • Building Capability and Capacity: A passion for building own capabilities and those of direct reports. A strong coach you will provide the expertise to colleagues to be great in their role.
What youll bring
  • A proven track record of leading to deliver great customer outcomes.
  • A passionate leader who thrives on creating a culture where colleagues can be themselves, bring their best selves to work and enjoy their role.
  • A focus on continuous improvement and demonstrates drive to influence stakeholders through customer and colleague insight.
  • Experience in managing a team and capable of forward planning using forecasts and demand planning.
  • Familiar with Integrations such as Sales Force / Zendesk / Replyco
  • Experience of working in a customer service / contact centre environment desirable and ideally multi-channel
Excellent package on offer

Keyskills :
Call CentreCustomer ServiceEcommerceKPI implementationZendesk

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