INTRODUCTION
At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.
We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.
JOB PURPOSE
The Customer Service Manager is responsible for managing Team Leaders. They will support them to coach, develop and drive performance across all KPIs with each of their team members. The Customer Service Manager has responsibility for the day to day running of the centre – including the relationships with internal teams to ensure a smooth flow of work and optimised journeys for customers. The Customer Service Manager will also act as the regional lead for Clientelling – supporting the delivery of successful campaigns through the teams and in collaboration with the Client Engagement function.
RESPONSIBILITIES
* Through teams, deliver world class luxury Customer Service, considering the moments of truth for each customer
* Be an advocate of the Burberry customer service experience, connecting with stakeholders across the business to fulfil every customer need
* Support escalated cases to conclusion, liaising with relevant teams across Customer Service, Retail, Supply Chain, Hub etc.
* Be relentless in the pursuit of delivering Customer Service excellence through Elevated Client Experience and consistency within Team Leader population
* Communicate effectively with customers, store teams and external partners as required for escalated issues/change programme activity
* Be an enthusiastic advocate for the brand, using knowledge to support the team to cultivate relationships that enhance brand loyalty and actively contribute to increased sales revenue
* Using all reporting methods to communicate across the centre where performance sits and capitalise on opportunities for growth
* Builds network across other regions, alongside the Senior CS Manager to support best practice, sharing and strengthening performance through regular contact activity
* Works closely with Retail counterparts to create opportunities for an enhanced client experience and support if joined up initiatives
* Coaches, develops and performance manages all team leaders
* Drives performance on CS KPIs (quality, productivity, customer satisfaction, SLAs and Revenue, Clienteling)
* Ensures all Team Leaders and Consultants feel part of one team and share best practice across – drives team ethic to inspire high performance
* Lead team through change to positively embrace the what, why and how
* Is commercially focused and inspires team in the same – making sound decisions in all areas to consider the customer, business and people
PERSONAL PROFILE
* Excellent leadership capabilities
* Passion for delivering amazing service to customers
* Clientelling through others to build relationships to develop the regional business
* Ambassador for brand and product
* Coaching expert – focus on coaching all areas of performance and developing others in the same
* Strong collaborator – living our values through sharing best practice and supporting others across the wider team
* Maintains strong relationships and extols Burberry Values through the interactions
* Commercially minded with ability to make decisions with customer, business and people in mind
* Excellent organisational skills with an ability to deal with conflicting priorities with ease
MEASURES OF SUCCESS
* Achievement of Service Levels within agreed budget.
* Achievement of Quality and Customer Experience metrics.
* Employee engagement and alignment with Burberry Values.
FOOTER
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.
Posting Notes: United Kingdom || Not Applicable || Leeds || CUSTOMER SERVICES || NO DEPARTMENT - FIST9011 || n/a ||