Customer Service Manager
Up to £42,000pa
Permanent
Manchester City Centre
A high growth ecommerce business is 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
1. Manage the customer service function, ensuring exceptional customer service at all times - liaising directly with customers and dealing with any escalations.
2. Implement and work towards SLA's.
3. 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.
4. Provide customer service across multiple communication channels, including social media platforms.
5. Implement processes to improve and increase operational efficiency and customer satisfaction.
6. Monitor and set KPI's, analyzing performance trends, providing actionable insights for improvement.
7. Oversee implementation and usage of CRM systems.
8. 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 own.
The Ideal Candidate Will Have the Following Skills, Experience, and Attributes:
1. Previous experience within a customer service manager role in an office-based environment.
2. Strong leadership and people management skills.
3. Excellent knowledge and usage of CRM systems and social media platforms.
4. A strong passion for customer service and empathy for customer pains.
5. Results-oriented.
6. Strong conflict resolution skills and the ability to deal with complex customer queries.
7. Use of initiative.
8. Desirable - implementing processes into a customer service team.
9. Desirable - ecommerce, fashion, or retail background.
In return, you will receive a competitive salary of up to £42,000pa depending on experience, hybrid working, great working hours of Monday - Friday 9am-5pm, excellent future development and progression opportunities, and real autonomy to run your own department how you see fit. This role is also working within a really exciting business that has seen exponential growth in the last 3 years, and this is a brilliant time to join the business.
Interested in this role? Please click apply now and I will be in touch if your application has been successful!
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