IOLLA is a direct to consumer, independent retailer of high quality eyewear; designed in house and enjoyed worldwide through our online and physical spaces.
Our mission is to become the most popular prescription eyewear brand wherever we are, and we want you to help get us there!
Great customer service has been in the fabric of IOLLA since day 1, and we have maintained our standards for over 9 years. It is our responsibility to continue to build on this, and be a positive force in the industry.
We are excited to be recruiting for an experienced customer and people focused manager to join our HO team! Our Customer Support Manager will lead and oversee the day to day operations of the customer support team. They will be accountable for the delivery of exceptional customer service, through effective communication, across an omnichannel platform. They will be confident in resolving customer issues and continuously strive to enhance customer satisfaction.
What you'll do
* Deliver exceptional customer service, ensuring the timely and effective resolution of any customer issues and inquiries, working ‘on the tools’ alongside your team.
* Manage your team to deliver a consistent approach across all communication channels, both inbound and outbound.
* Prioritise and manage administrative tasks, including case handling notes, updating and maintaining customer details and responding to customer reviews.
* Manage key performance indicators (KPIs), including Average Handling Time, Response Times and Customer Satisfaction Scores to continuously improve service quality. Use the data to identify trends and report on exceptions.
* Implement and develop procedures to ensure continuous improvement of processes within the department.
* Inspire and motivate your team to show up and deliver every day.
* Recruit, mentor and manage a customer support team. Foster a culture of excellence and customer-first thinking at all times.
* Work with a positive and pro-active mindset, embracing challenges as opportunities and taking ownership of tasks.
* Work collaboratively with other departments, including our workshop and creative teams to always deliver the best possible outcome for both the business and customer.
* Apply product knowledge to assist customers in finding the best possible outcome for their optical needs.
Join our team because:
* You have at least 2 years experience as a Customer Support/ Contact Centre Manager or within a similar setting.
* You are an engaging and inspiring people focused leader.
* You have a passion for customer service and enjoy delivering stand out experiences.
* You are a driven individual and take pride in delivering high quality work.
* You have a spectacular ability to build great working relationships both internally and externally.
* You have exceptional communication skills, both verbal and written.
* You can drive performance and results.
* You thrive working in a team and can work independently, too.
* You are proficient in Google suite and CRM software.
* You are eager to learn and take ownership for your own development.
What you'll get:
* To work for an exciting brand that is growing!
* A competitive salary, dependent on your experience.
* Discretionary reward and bonus.
* Enhanced annual leave with service.
* Annual leave purchase scheme.
* Private healthcare.
* Our Retail Trust partnership offers a host of benefits including an Employee Assistance programme and access to high street discounts, amongst many others!
* Complimentary eyewear.
* A generous friends and family discount.
* Free parking at our central Glasgow office.
* To work for a brand who are proud to be a Real Living Wage employer.
This role is based in our Glasgow based Head Office, 5 days from 7 including some Saturdays. If working a Saturday, you will be based from our West George Street store.
We can’t wait to hear your story and look forward to meeting you!
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