Interim Customer Service Manager

Job Description

This excellent role is newly created and will offer a talented Head of Customer Services the opportunity to bring forth ideas and create a flawless customer journey, this role will have endless opportunity to be innovative and build something new.Client DetailsThis business are an SME with excellent financial track record, they operate within a specialist market and will offer hands on training to learn about their products in detail.Working for a growing UK business you will be based in a hub of activity, HQ consists of around 50 staff with departments based across 2 buildings.This business has 2 customer service teams, consumer and B2B - we would like a consumer focused manager to come and implement new processes.DescriptionKey Responsibilities will include;*Reducing backlog and supporting a small team will be your first task*Putting in measures to ensure a smooth query resolution process*Identifying trends and reducing complaint volumes*Management of a remote team*Working with Senior Leadership teams to improve usage of Zendesk*Working with Social Media, PR and Sales teams to take over Customer Service duties*Recruitment and resource planning*Hands on role, working with customers to resolve any queries and complaints*Staff training*Working closely with sales to analyse trends and financials*Provide excellent customer service using Telephone, Web Chat, Social Media and other methods - and able to train this to colleagues at all levelsProfileThe successful candidate for the role will match all criteria below (and be able to add more)*Experienced in house Customer Service Manager*Experience working as a Customer Service Manager in a Consumer Product business*Hands on People Manager*Professional background to include management of large teams and small, but specialist, teams - both combined will be preferred*Experience working as part of a senior leadership team*Comfortable and experienced in pitching ideas to board level*Experienced in being self managed*Previous role having been at No1 level for Customer Services within a head office for a retail business would be ideal for this role*Excellent technical experience, or been heavily involved in any new system implementation*Retail or eCommerce industry background*Immediately Available to take on a 3-6 month improvement project*Liverpool / Chester candidates preferred*Creative, innovative and passionate about Customer Service*Able to implement ideas and work in an adaptable way - proven idea to implementation backgroundJob OfferThis role offers*A new exciting role that will enable and encourage creativity and innovation*The opportunity to project manage this improvement project from end to end*Initially this role will last approx 3-6 months, opportunities to stay on at the end of the project may be considered.*Salary £40,000 - £50,000 Depending on Experience (paid weekly on a day rate ideally, FTC can be considered if preferred)*Home Working - We would like this candidate to live in a commutable distance for If offices open up during the project*All tools for success will be provided Required skills

Retail

Operations Manager

Customer Service Manager

Merseyside

Keyskills :
Retail Operations Manager Customer Service Manager Merseyside