Department: Customer Care
Reports to: Operations Manager
Overview
We are seeking an experienced and strategic leader to take on the role of Customer Care Manager. This position requires a visionary leader with a deep commitment to customer excellence and an innate ability to drive team performance and operational efficiency. The Customer Services Manager will shape and execute strategies that elevate the customer experience while fostering a customer-first culture within the department.
Key Responsibilities
Talent Development and Leadership
* Lead and inspire a high-performing customer care team, nurturing a culture of excellence and accountability.
* Provide strategic oversight in performance management, including coaching, career development, and succession planning to ensure long-term talent retention and growth within the team.
* Cultivate leadership within the team by setting high standards and creating pathways for professional development.
Customer-Centric Culture
* Establish and advocate a customer-centric ethos across the organisation, emphasising empathy, professionalism, and consistency in delivering an exceptional customer experience.
* Champion customer satisfaction as a core value, promoting proactive, solutions-oriented approaches to service.
Process and Efficiency Optimisation
* Drive continuous improvement initiatives to streamline customer care operations, ensuring scalability, efficiency, and high-quality service delivery.
* Collaborate with cross-functional teams to refine workflows, eliminate inefficiencies, and implement solutions that enhance overall customer satisfaction.
Policy and Procedure Framework Development
* Develop, implement, and maintain a comprehensive Customer Care Manual, incorporating policies, procedures, and best practices that ensure operational consistency and efficiency.
* Define and document escalation frameworks for managing complex, high-stakes customer issues, ensuring swift and effective resolution.
Strategic Training and Development
* Develop and lead customer care training strategies that build team capabilities in key areas, such as communication, product expertise, and advanced problem-solving.
* Ensure all training materials are regularly updated to reflect product and service evolution, aligning with customer care best practices.
Service Level Agreements (SLAs) and Quality Assurance
* Define and monitor adherence to SLAs and quality benchmarks, including response and resolution times, to maintain high standards of service.
* Track and analyse performance against SLAs, implementing corrective actions as needed to consistently achieve target metrics.
Cost Management and Budget Optimisation
* Develop and implement strategies for effective cost management, identifying opportunities to improve operational efficiency and achieve budget targets.
* Balance cost optimisation with service quality to maintain a high standard of customer care within fiscal constraints.
Required Leadership Qualities and Skills
* Strategic Vision and Execution: Ability to align customer care strategy with broader organisational goals, translating vision into impactful action.
* Analytical and Data-Driven Approach: Use data insights to drive informed decision-making, analyse root causes of challenges, and implement long-term solutions.
* Empathy and Emotional Intelligence: Deep understanding of customer needs and the ability to foster empathy within the team to enhance customer interactions.
* Effective Delegation and Accountability: Skilled at delegating effectively, holding team members accountable, and supporting them in achieving high standards and deadlines.
* Exemplary Communication and Influence: Excellent communication skills with the ability to articulate strategic objectives and inspire high performance.
* Proactive and Solution-Oriented Mindset: Anticipate potential challenges and proactively address them to maintain smooth operations.
* Commitment to Continuous Improvement: Dedication to evolving both personally and professionally in response to changing market dynamics and customer expectations.
Qualifications
* Proven experience in a senior customer care or service leadership role, ideally within a high-paced or complex environment.
* Demonstrated success in leading high-performing teams and driving continuous improvement initiatives.
* Strong track record of implementing effective customer service strategies that deliver measurable results.
Why Join Us?
This is a unique opportunity to influence and elevate our customer care function, directly impacting our brand’s reputation and success. If you’re an experienced leader passionate about customer service excellence and team development, we invite you to apply and shape the future of our customer care.
Job Types: Full-time, Permanent
Pay: £40,000.00-£50,000.00 per year
Benefits:
* Company pension
* Employee discount
* Free parking
* On-site parking
Schedule:
* Monday to Friday
Experience:
* Customer service: 5 years (required)
* Leadership: 5 years (required)
* Management: 5 years (required)
Work Location: In person
Application deadline: 11/11/2024
Reference ID: CS2
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