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Customer Service Manager
£35,000pa
Permanent
Manchester City Centre
A high growth ecommerce business are seeking a permanent Customer Service Manager to join their team. This is a newly created role, leading a team of 3 customer service advisors, with the view to further expand, develop and implement processes within the customer service department.
Key responsibilities
- Manage the customer service function, ensuring exceptional customer service at all times - liaising directly with customers and dealing with any escalations
- Implementing and working towards SLA's
- Lead, coach, develop and manage the customer service team, including 1-2-1s, target and goal setting, providing clear direction for company and individual performance
- Providing customer service across multiple communication channels, including social media platforms
- Implement processes to improve and increase operation efficiency and customer satisfaction
- Monitor and set KPI's, analysing performance trends, providing actionable insights for improvement
- Oversee implementation and usage of CRM systems
- Oversee and set up the whole department - this is a relatively new business with extremely impressive growth, so this is a really exciting opportunity for someone to head up the department and make it their own
The ideal candidate will have the following skills, experience and attributes:
- Previous experience within a customer service manager role within an office based environment
- Strong leadership and people management skills
- Excellent knowledge and usage of CRM systems and social media platforms
- A strong passion for customer service and empathy for customer pains
- Results orientated
- Strong conflict resolution skills and the ability to deal with complex customer queries
- Use of initiative
- Desirable - implementing processes into a customer service team
- Desirable - ecommerce, fashion or retail background
In return you will receive a competitive salary of £35,000pa, hybrid working, great working hours of Monday - Friday 9am-5pm, excellent future development and progression opportunities and real autonomy to run your own department how you see fit. This role is also working within a really exciting business who have seen exponential growth in the last 3 years, and this is a brilliant time to join the business.
Interested in this role? Please click apply now and I will be in touch if your application has been successful!
