Customer Service Manager

A well established luxury online brand is looking for a Customer Service Manager to join their growing team. They are based in Nuneaton, Warwickshire, so it's 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 with one Saturday and Sunday in four on a rotational basis. There is also the offer to work remotely at weekends!

Responsibilities include:

1. Coaching and developing a team
2. Resolving all customer complaints and escalations
3. Assign and delegate tasks to the team ensuring the team meet their agreed KPI's and SLA's
4. Providing outstanding customer service at all times
5. Ensuring all customer service levels are achieved, and team and individual targets are met consistently
6. Excellent product knowledge at all times
7. Work with the accounts department to ensure the prompt payment of refunds
8. Liaise effectively with all other departments
9. 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.
10. Be a sounding board for advice, and assist your team with finding the appropriate resolution

Skills & Experience:

1. Proven experience in a senior or managerial customer facing role
2. The ability to take responsibility and be accountable for your actions
3. Be resilient and able to lead with a can-do attitude
4. Highly organised and proactive
5. Excellent listening, verbal and written communication skills
6. Experienced with handling customer complaint escalations
7. Confident and uses common sense when making decisions
8. Good influencing skills
9. Excellent attention to detail
10. A calm and patient approach
11. A team player - work well with other team members and be a fully participating team member
12. Good Microsoft Office skills
13. Strong CRM knowledge

Benefits include:

1. 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
2. Staff and friends and family discount
3. Remote working at Friday-Sunday
4. Healthcare Cash Plan
5. Death in service - 4 times annual salary

If you are interested and have the above criteria please apply today.