Customer Service Manager
£35,000pa
Permanent
Manchester City Centre
A high growth ecommerce business are seeking a permanent Customer Service Manager to join their team. This is a newly created role, leading a team of 3 customer service advisors, with the view to further expand, develop and implement processes within the customer service department.
Key responsibilities
Manage the customer service function, ensuring exceptional customer service at all times - liaising directly with customers and dealing with any escalations
Implementing and working towards SLA's
Lead, coach, develop and manage the customer service team, including 1-2-1s, target and goal setting, providing clear direction for company and individual performance
Providing customer service across multiple communication channels, including social media platforms
Implement processes to improve and increase operation efficiency and customer satisfaction
Monitor and set KPI's, analysing performance trends, providing actionable insights for improvement
Oversee implementation and usage of CRM systems
Oversee and set up the whole department - this is a relatively new business with extremely impressive growth, so this is a really exciting opportunity for someone to head up the department and make it their ownThe ideal candidate will have the following skills, experience and attributes:
Previous experience within a customer service manager role within an office based environm...