Customer Service Manager

• Job Title: Customer Service Lead (12 Month contract)
• Location: Brighton (Hybrid) 3 days in office 2 days at home
• Salary: Based on experience
• Working Hours: 9am-5pm
• Job Type: 12 Month contract

HRGO Recruitment are looking for a experienced Customer Service Team Leader for a 12 month contract for one of the most fastest growing, most impressive new brands in the quality nail beauty industry.

You will ensure, structure, discipline, and results in all aspects of our customer services, maintaining an already established environment in which the team can excel.

You will report to the Head of UK Customer Experience and lead the Customer Services team (a team of 4) who represent the brand to customers across all of our channels, and online daily; feeding back issues to ensure constant service improvement and customer satisfaction.

This role is hybrid with at least 2 days a week in the Brighton HQ. This is role is to cover maternity leave and so you will lead, support and develop the team, whilst maintaining a unified team of professionals, and lead them to carry out the best service in line with the strategy set out by the Head of Customer Experience.

Responsibilities

• Be aware of all the customer issues of the day and how the Customer Services team are responding to them. Listen/read, absorb, understand what the market is saying and feedback to senior colleagues around the business.
• Be the escalation point for complaints and working on resolutions to avoid further escalation.
• Reviews and approves staffing schedules/time off to ensure staffing meets demand.
• Work closely with key stakeholders to ensure seamless experience for the end customer.
• Hire and train new Customer Service Specialists as well as assessing the training needs of the customer service team (interview through to embedding of team).
• Working with the Head of UK Customer Experience to identify and implement process improvements across the CS team.
• Lead customer service projects through effective project management and leadership.
• Lead and participate in customer retention and registration campaigns.

About you:

The CS team always put the customer first and we take pride that will always speak to a team member to settle their query. Our client is looking for someone who is as passionate about customer satisfaction, quick resolutions and representing the brand in a friendly and engaging manner as we are.

For this role, you will also need:

• Can balance leading the team and supporting the customers during busy periods.
• Well-developed communication skills and ability to communicate to all levels.
• Ability to understand customer requirements and deliver an excellent level of service.
• Strong organisational skills with the ability to prioritise a varied and demanding workload.
• Effective team co-ordination and leadership skills.
• The ability to coach and train.

What the client can offer you:

• Hybrid working
• Yearly company bonus
• 1,000 yearly personal development fund
• 5 study day's a year
• 25 days holiday + bank holidays
• Earn (extra 2 days off throughout the year)
• Holiday purchase scheme (+5 days)
• Birthday bonus (after one year's service)
• Enhanced Parental Leave
• Long service award (additional holiday allowance)
• 3 month's sabbaticals offered upon 3 year's service
• Health care cash plan (via. Health Shield)
• Electric car lease scheme (via. salary sacrifice)
• Discount on products
• Life assurance + pension scheme
• Regular funded company events
• Casual dress code

Please click apply now if interested in applying for this opportunity and if successful a consultant will be in contact.