Our client, an exciting Online Retail company that has grown exponentially in the 8 years since their establishment, is actively recruiting an articulate, personable Customer Service Team Manager to join their company permanently, working on a hybrid basis (2 days in the North London office / 3 days working from home). There is huge scope to progress in this role, so any driven/ambitious candidates are urged to apply!
Our client specializes in a range of homeware products and sells to both direct B2C clients and B2B retailers (their products can be found in many high-street stores). Due to their constant growth and focus on both quality and customer experience, they are seeking an articulate Customer Service Team Manager to join their team, handling inbound call/email traffic, in addition to overseeing a small team. In a nutshell, your responsibilities will include:
1. Leading a small team of 5 FTE (Inbound Customer Service Executives)
2. Conducting regular performance reviews and coaching/developing individuals
3. Handling in excess of 30 daily inbound calls from both B2C and B2B clients (primarily B2C)
4. Acting as the first point of contact for any queries covering orders, returns, and deliveries (especially any escalated queries passed on by members of the team)
5. Educating our customer base on product range/services
6. Ensuring an incredible experience is afforded to each and every customer
7. Resolving tickets using Zendesk
In order to be considered for this position, it is ESSENTIAL that you have the following:
1. Experience of leading a team of CS Executives
2. Experience of coaching/developing/improving others
3. Experience of handling high volume inbound calls
4. Articulate, professional telephone manner
5. Fun, sociable personality (integral to fit the brand)
6. Genuine passion for delivering a great customer experience
7. Desire to work in a leadership/management position
Although not essential, any candidates with experience of using Zendesk are encouraged to apply.
In addition to a very competitive salary, our client is offering the opportunity to work on a hybrid basis and fantastic working hours (Monday - Friday: 9.00am - 6.00pm). Our client is looking to move incredibly quickly on this position, so any interested candidates are urged to apply at their earliest convenience!
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