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Your new role
At Sofology, we're dedicated to delivering unrivalled customer experiences, and at the heart of this mission is our Contact Centre. We're on the lookout for a dynamic Customer Services Manager to lead one of our five dedicated teams, ensuring every customer interaction is efficient, personal, and memorable.
A Day in the Life of...
* Team Leadership - Inspire and motivate your team to consistently meet performance standards, quality expectations, and KPIs.
* Operational Excellence - Ensure that Service Level Agreements (SLAs) for case handling times are consistently met.
* Quality Assurance - Maintain high-quality standards by ensuring your team consistently exceeds the required Quality Assurance targets.
* Performance Development - Lead regular performance reviews, coaching, and training for your team, celebrating achievements and identifying areas for improvement.
* Process Improvement - Analyse contact reasons and identify opportunities to enhance processes and reduce unnecessary contact.
* Cross-Functional Collaboration - Work closely with various departments to improve the overall customer journey.
* Resource Management - Oversee recruitment, induction, rota scheduling, and holiday planning to ensure your team is well-equipped and efficiently resourced.
* Safety and Compliance - Ensure the working environment is clean, organised, and safe, completing all required risk assessments on time.
In an Ideal World...
You have inspirational leadership skills with a 'lead by example' attitude that drives core values through a team. You will have at least two years of experience in a managerial role or industry equivalent and a proven ability to manage workflows, schedules, and resources to meet customer demands and KPIs. Experience working in a customer contact centre environment is essential, along with expertise in setting clear expectations, conducting performance reviews, and providing coaching and development. You should have strong analytical skills to interpret data, identify trends, and make data-driven decisions, as well as the flexibility to adjust strategies based on changing priorities or business needs.
If you're ready to lead a team that's as passionate about customer experience as you are, apply now and join the Sofology family.
Pay & Perks...
* Great basic salary with Bonus
* Plenty of opportunities to learn & grow.
* 30% discount across the Group, plus 15% for your friends and family
* Access to discounts at 100's of high street retailers.
* Mental, physical and financial support (EAP)
* Enhanced maternity & adoption pay
* Spend up to £1,000 at Currys / PC World and spread the cost through Sofology.
* Additional days off, whether it's your wedding, birthday or even the arrival of your new furry friend
* A contributory health scheme, flu vaccines, access to a Doctor and private health check
* Income protection, bereavement and life assurance - you can count on us to be there when it matters
* Holiday buy back scheme (5 days)
A Little Bit About Sofology...
We're a fun place to be and we know our people are priceless. We're proud of our Sofologists, who roll out the red carpet to each and every one of our customers, forever working together to be bold and ambitious.
We're all about crafting an unrivalled sofa experience that leaves our customers and Sofologists in awe. We wholeheartedly embody our values, infusing them in every aspect of our work.
Roll Out The Red Carpet - From browsing to buying and beyond, we always ensure a Very Important Customer experience - no ifs, no buts.
A Seat for Everyone - Be yourself and feel at home. We know that different backgrounds and experiences make us stronger.
Bold By Design - We're a courageous brand with ambition and drive. We'll never settle for second best and always strive for more.
So, if you want to join us on the sofa, save your seat by applying now!
DFS Group is proud to be an equal opportunities employer; celebrating diversity and committed to a culture of inclusion and belonging. We extend a warm welcome to everyone, embracing a variety of voices and perspectives.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service
* Administrative and Support Services
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