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Are you looking for a permanent role working for a forward thinking and growing company who look after their staff? Do you have managerial experience within a customer service/call centre environment? If yes then this could be the role for you!! A luxury online brand is recruiting for a Customer Service Manager to join them in their office based in Nuneaton, Warwickshire. You will be responsible for the day to day running of the Customer Experience team. This is a full time position, 37.5 hours per week, 9am-5pm or 9.30am-5.30pm with one Saturday and Sunday in four on a rotational basis. There is also the offer to work remotely at weekends!
Responsibilities include:
- Coaching and developing a team
- Resolving all customer complaints and escalations
- Assign and delegate tasks to the team ensuring the team meet their agreed KPI's and SLA's
- Providing outstanding customer service at all times
- Ensuring all customer service levels are achieved, and team and individual targets are met consistently
- Excellent product knowledge at all times
- Work with the accounts department to ensure the prompt payment of refunds
- Liaise effectively with all other departments
- During busy periods, you will be expected to help with answering phone calls and responding to emails to ensure that the team are adequately supported.
- Be a sounding board for advice, and assist your team with finding the appropriate resolution
Skills & Experience:
- Proven experience in a senior or managerial customer facing role
- The ability to take responsibility and be accountable for your actions
- Be resilient and able to lead with a can-do attitude
- Highly organised and proactive
- Excellent listening, verbal and written communication skills
- Experienced with handling customer complaint escalations
- Confident and uses common sense, when making decisions
- Good influencing skills
- Excellent attention to detail
- A calm and patient approach
- A team player - work well with other team members and be a fully participating team member
- Good Microsoft Office skills
- Strong CRM knowledge
Benefits include:
- 25 days holiday, increasing by 1 day for every year of service up to a maximum of 28, plus 8 days for bank holidays / in lieu of bank holidays
- Remote working Friday-Sunday
- Staff and friends and family discount
- Healthcare Cash Plan
- EAP Programme
- Other discounts for shopping
- Cycle to Work Scheme
- Half a day for Christmas shopping
- Death in service - 4 times annual salary
If you are interested and have the above criteria please apply today!
