We are seeking an experienced Customer Service Manager to join our team on a temporary basis to cover maternity leave. This role is key to ensuring the smooth operation of our Customer Service team and maintaining our commitment to delivering exceptional customer experiences. As an integral part of the E-commerce team, you will work closely with other departments to align strategies and processes with business objectives.
Key Responsibilities
Team Leadership: Provide guidance, mentorship, and support to the Customer Service team, fostering a positive and productive work environment.
Operational Oversight: Manage day-to-day operations, including ticket assignments, team workflows, and customer interactions, ensuring seamless service delivery.
Strategic Collaboration: Work closely with other departments to align customer service initiatives with broader business goals.
Customer Experience: Act as an escalation point for complex issues and drive initiatives to enhance customer satisfaction and service quality.
Training and Development: Identify team training needs, organize development initiatives, and maintain updated resources and documentation.
Performance Management: Monitor team performance, conduct quality assurance checks, and support individual and team growth through feedback and goal-setting.
Skills and Qualifications
* Proven experience in a leadership role within customer service or a related field.
* Proficiency in customer service tools and platforms, such as Magento, Netsuite, Braintree, Bloomreach, Ordergroove, Loyalty Lion, Intercom, Slack, or similar systems.
* Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
What We’re Looking For
Detail-Oriented: Committed to resolving cases thoroughly and maintaining high standards in a fast-paced environment.
Decision-Maker: Confident in making informed decisions and taking ownership of issues to ensure seamless operations during the cover period.
Strong Communicator: Able to interact effectively with both management and team members, fostering collaboration and clear communication across departments.
Commercially Aware: Solution-focused, with the ability to balance customer satisfaction and business goals in day-to-day operations.
Task-oriented : Possesses excellent administrative skills, ensuring workflows are managed efficiently and accurately.
Adaptable Leader: Thrives in a collaborative team environment and can quickly adapt to the role’s requirements, leveraging prior experience in similar positions or industries.
Why Join Us?
This is an opportunity to take on a pivotal role in a dynamic and supportive team, ensuring exceptional service delivery and team success during maternity leave.
Contract Duration: 11 months
Location: This is a hybrid remote role, requiring 2 days per week in our London office, with the remaining days working remotely.
Start Date: April 2025