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A luxury online brand is looking for a Team Manager to join them. They are based in Nuneaton, Warwickshire, so its important you live within a commutable distance. 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, hours are 9am-5pm or 9.30am-5.30pm. You'll need to be flexible and available to work some weekends. However, you can work from home on weekends and Fridays!
Responsibilities include:
- Recruiting, training and developing individuals in your team
- Communicate daily company updates and brief the team of anything affecting the business or their daily operations
- Resolving all customer complaints and escalations
- Assign and delegate tasks to the team ensuring the team meet their agreed KPI's and SLA's
- Ensuring you and the team provides outstanding customer service at all times
- Ensuring all customer service levels are achieved, and team and individual targets are met consistently
- Ensuring that all communication with the customer is on brand at all times
- Ensure that you and the team have excellent product knowledge at all times
- Work with the accounts department to ensure the prompt payment of refunds
- Liaise effectively with all other departments and ensure tasks are coordinated any proactive communication from the CX Teams are dealt with
- 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, supporting busy, customer facing teams within a fast-paced office environment
- The ability to take responsibility and be accountable for your actions
- Is demonstrably resilient and the ability to lead with a can-do attitude
- Good use of initiative and executes for results
- Highly organised and proactive, with ability to prioritise tasks in a timely manner
- Excellent listening, verbal and written communication skills
- Experienced with handling customer complaint escalations
- Proven record of coaching and training a productive team
- Confident and uses common sense, when making decisions
- Good influencing skills
- A calm and patient approach
- A team player - work well with other team members and be a fully participating team member
- CRM knowledge and experience useful, training will be given
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
- Staff and friends and family discount
- Healthcare Cash Plan
- Death in service - 4 times annual salary
If you are interested and have the above criteria please apply today!
