Customer Service Manager

Customer Service Manager

Location:

Greater Manchester, United Kingdom

Client:

Simpson Judge

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

f1a22948e256

Job Description:

Salary: Up to £42,000pa

Type: Permanent

A high growth ecommerce business is 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.
• Implement and work towards SLAs.
• 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.
• Provide customer service across multiple communication channels, including social media platforms.
• Implement processes to improve and increase operational efficiency and customer satisfaction.
• Monitor and set KPIs, 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 impressive growth, making this a really exciting opportunity for someone to head up the department and make it their own.

Ideal Candidate:

The ideal candidate will have the following skills, experience, and attributes:

• Previous experience within a customer service manager role in 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-oriented.
• Strong conflict resolution skills and the ability to deal with complex customer queries.
• Use of initiative.
• Desirable: Experience implementing processes into a customer service team.
• Desirable: Ecommerce, fashion, or retail background.

In return, you will receive a competitive salary of up to £42,000pa depending on experience, 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 within a really exciting business that has seen exponential growth in the last 3 years, making this 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!