Customer Service Manager

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!