Customer Service Manager

• Hands on people management role - E-commerce
• Omni Channel Customer Service Function

About Our Client

Our client is a renowned player in the retail industry with a strong presence in the UK. They boast a wide range of established products and have plans to grow further in 2025!.

This organisation is dynamic, tech savvy and has a futuristic view on engaging with customers of all demographics. This business has a real focus on innovation and customer satisfaction, they continually strive to maintain their reputation for excellence.

Job Description

This exciting role will be a varied position but ultimately is a Department Manager role reporting into Director level. You'll be responsible for all customer interactions from digital channels to voice.

• Overseeing the daily operations of the customer service department.
• Implementing customer service policies and standards to ensure customer satisfaction.
• Providing training and support to customer service staff.
• Handling customer complaints and queries in a timely and effective manner.
• Collaborating with other departments to ensure product and service consistency.
• Identifying opportunities to improve customer service procedures.
• Maintaining accurate records of customer interactions and transactions.
• Reporting regularly on customer service performance and insights.

The Successful Applicant

A successful Customer Service Manager should have:

• Proven experience in a managerial role within a contact centre / customer service department.
• Excellent communication and leadership skills.
• A customer-focused approach with the ability to resolve issues effectively.
• Strong problem-solving and decision-making skills.
• Proficiency in CRM systems and customer service software.

What's on Offer

• An attractive salary package with a range of £40,000 - £44,000 per annum.
• The chance to work in a vibrant location in Manchester.
• Opportunities for professional development and advancement within the retail industry.
• A supportive work culture that values teamwork and innovation.

We invite all experienced candidates passionate about retail and customer service to apply for this exciting opportunity in Manchester.