AddressCustomer Service Manager – Abbott Lyon
Up to £33,000 + Bonus & Benefits
Bath/Hybrid
Full Time
We’ve teamed up with the fastest growing jewellery brand in the UK Abbott Lyon, who are now in the market to secure a Customer Service Manager!
Abbott Lyon was named on the 2023 list of 100 fastest-growing companies in the UK. Founded in 2015, Abbott Lyon’s customers love our range of affordable luxury products. Our brand has particular appeal to customers who want uniquely personalised, high-quality, stylish jewellery and accessories for themselves or as gifts for those moments that matter.
With a laser focus on our bullseye customer, Abbott Lyon has successfully disrupted the jewellery market and won market share from well-established competitors. More than 700,000 UK consumers already shop Abbott Lyon, and there are more than 2 million look-a-like customers in the UK alone. In addition, the US represents a huge opportunity for Abbott Lyon, and one we are determined to realise.
Check out what they are doing here: www.abbottlyon.com | www.instagram.com/abbottlyon/
What is the role?
At Abbott Lyon we’re on a mission to inspire our customers to shape products that are truly their own, through our beautifully curated product ranges combined with our leading personalisation techniques. As our Customer Service Manager at Abbott Lyon, your role will be pivotal in ensuring we underpin our high quality product offering with best in class Customer Support.
Reporting in to our Lead Customer Service Manager, you will be responsible for managing the Customer Service Team, ensuring we provide high quality support to the hundreds of thousands of customer contacts we receive each year.
With line management responsibility of our internal team of ca.10 executives, and performance oversight of 25 outsourced agents, your primary focus will be ensuring the team has all the support required to deliver a purposefully differentiated experience for our customers. Utilising a data-first approach and process driven mindset, you will continuously improve our ways of working (including tasking, how we approach the main contact reasons…) to build a function that creates a memorable experience for customers through the speed and quality of our resolutions.
This role is perfectly suited to somebody who is data driven, customer obsessed, and innovative when it comes to creating a truly “Abbott Lyon experience” for our amazing global customer base.
What you will be doing…
Data Analysis and Workforce Planning:
· Analyse customer contact data and agent productivity stats to develop the most effective workflows and volume allocation per agent.
· Develop peak season workforce planning processes to ensure we maintain KPIs/SLAs during our busiest period (>100 agents required for 3 months per year)
· Track daily/weekly agent and team performance, ensuring proactive focus is placed on any areas requiring improvement
· Forecast contact volumes and associate staffing requirements based on historical contact rate and productivity data
· Enhance team productivity through process improvements
· Ensure KPIs and SLAs are maintained across channels (currently Email and Live Chat).
Team Management:
· Coach, motivate and train the CS Execs in order to develop their customer experience and resolution skills
· Create development plans for the internal team to best utilise their skills and interests to further support our departmental objectives
· Lead regular team huddles (also including the outsourced partner where relevant) to feedback all relevant updates to the team and identify topics that need wider business support
· Ensure the outsourced CS team meet the same standards as the Internal Team, achieving a consistent experience for our customers regardless of who they contact
· Lead the recruitment and onboarding of new team members
Customer Support:
· Lead the decision making on escalated customer cases, providing specific and relevant resolutions that leave the customer feeling heard and understood
· Liaise with our third party vendors (warehouse, carriers) and other key departments (Web team, Operations…) within the business to facilitate the team to answer queries in an effective manner and resolve issue trends as they arise
· Support the team with macros/templates to improve efficiency and consistency of replies
· Ensure we apply the Abbott Lyon Tone of Voice to all replies
· Work with the Customer Experience Team to reduce the overall contact rate by flagging emerging trends and identifying potential solutions to known contact drivers
We’re excited about you because…
· You have experience as a Team Leader/Manager of an ecommerce Customer Service Team, having successfully increased efficiency and team engagement.
· You have deep understanding of customer contact drivers in a physical product environment (quality, delivery) and associated processes to resolve related cases
· You have a “hands on” disposition and will get stuck in on the front line of customer interactions, personally understanding the current challenges and opportunity areas, and personally handling escalated cases where required
· You have an in depth knowledge of current best practice and vendors in the Customer Service space
· Nice to have: you have experience working with Business Process Outsourcing Providers in the CS space, and the unique challenges and opportunities this creates
· You are able to break down problems and drive solutions; with a track-record of translating data into actionable insights and recommendations
· You have a proven track-record of cross functional collaboration and influencing business partners
· You are an exceptional communicator with strong written, verbal and presentation skills, and the ability to convey effectively complex data to diverse audiences
· You have strong interpersonal skills, with a hunger for learning and development; a team player with a positive attitude
· You have a strong ability to prioritise and manage resources to maximise results
· You thrive in a dynamic, fast-paced work environment with other colleagues who are also motivated and collaborative
Why You’ll Enjoy Working at Abbott Lyon
A key factor behind our amazing success story is our unique culture. It possesses all the hallmarks of a typical entrepreneurial business; people at Abbott Lyon are encouraged to think big, be brave and commercially aggressive, take calculated risks, drive hard, relentlessly focus on every detail to improve every aspect of the business, and move at lightning speed. Still, this is a genuinely positive place to work, full of collaborative high-achievers, all determined to deliver Abbott Lyon’s ambitious plans.
Location
Our head office is in Bath but we operate a flexible hybrid model. Around 40% of the team are based near Bath, with others distributed across the UK.
Role benefits
· Competitive salary + bonus package
· Flexible and remote working arrangements, with a requirement to be in Bath around one day per week (expensable subject to location)
· Ample potential for career development and training
· Fun and friendly team with regular social events in person
· Staff discounts and monthly allowance for Abbott Lyon products
· Opportunity to be a part of one of the fastest growing brands in the UK!
If this sounds like you then hit apply or email Kyle on kyle@hypergrowthrec.co.uk to find out more!
Abbott Lyon is dedicated to building and supporting a brilliant, diverse and hugely inclusive team as an equal opportunities employer. We don't discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence to apply to our vacancies, as we recognise the importance of diversity; we’re excited to see what contributions you will bring to our Abbott Lyon team! Should you require any support throughout the recruitment process, please do not hesitate to let us know what adjustments you may need.
Job Type: Full-time
Salary: £33,000.00 per year
Benefits:
- Company events
- Employee discount
- Free or subsidised travel
- Store discount
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Work Location: In person
