Job Title: Customer Service Manager
Salary: £35,000 - £40,000 per annum
Location: Luton
Are you passionate about delivering exceptional customer experiences and ready to lead a dynamic team? If so, we have an exciting opportunity for you.
About the Role:
As the Customer Service Manager, you'll be at the forefront of ensuring our customers receive outstanding service. You'll oversee daily operations, mentor a team of customer service representatives, and develop strategies to enhance customer satisfaction and loyalty. Your insights will be pivotal in refining our service procedures and policies, ensuring we consistently exceed customer expectations.
About the Client:
Our client is a leading, yet rapidly growing nutrition company operating out of Luton. With over 1 million trusted customers worldwide and sales averaging at around 6000 purchases a day, this young, exciting, renowned company is taking the nutrition market by storm. Our client is also economically friendly with a passion for helping the environment. This shows that they are committed to lowering their carbon footprint and reducing their use of plastic. They are 4.5 rated on trustpilot, with over 5500 5-star reviews!
Working Hours:
* Monday to Friday
* 9:00 AM to 5:30 PM.
Key Duties:
* Lead and support the customer service team.
* Address customer inquiries and resolve issues promptly and effectively.
* Develop and implement customer service policies and procedures.
* Monitor and analyse customer feedback to drive continuous improvement.
* Collaborate with other departments to ensure a seamless customer journey.
* Train and mentor team members, promoting professional growth.
* Oversee onboarding for new hires and provide ongoing coaching to develop team skills and product knowledge.
* Track key metrics, such as response times and customer satisfaction scores, to measure and optimise team performance.
Key Requirements:
* Proven experience in a customer service leadership role.
* Exceptional communication and interpersonal skills.
* Strong problem-solving abilities with a customer-centric mindset.
* Ability to analyze data and generate actionable insights.
* Familiarity with customer service software and tools.
* A proactive approach, with the ability to adapt in a fast-paced environment.