Customer Service Manager

Customer Service Manager- Birmingham

Working with a prestigious clothing company based in the Erdington B24 Birmingham Area who are looking for an experienced Customer service Manager to join the team at an exciting time.

Our clients have huge plans for growth and are looking for someone to be a key member of the team during this time. You will be based at their modern head office working within an enthusiastic well-established team. We are looking for a dedicated, pro-active individual who is happy to think outside of the box and help the company achieve the goals they have in place.

Within this role you will take full responsibility for the day to day running of the Customer Service operation and team. Proactively manage and co-ordinate day-to-day activities whilst achieving targets and delivering a high-quality professional service to our e-commerce customers, store customers and internal teams.

Hours and Pay

£36,000 - £38,000 per Annum

On a rota and should be flexible with working weekends. Shifts vary - 8am to 4.30pm/8.30am to 5.00pm or 9am to 5.30pm.

As a Customer Service Manager your roles & responsibilities would be:

• Managing and leading a team of phone-based Customer Service advisors.
• Dealing with escalations and customer complaints
• Support with the recruitment process of the team
• Manage the training and development of the team
• Develop and implement Customer Service policies and procedure
• Measure customer satisfaction and improve services
• Monitor measure and improve department KPI's where necessary.
• Search for opportunities to increase customer loyalty and satisfaction
• Undertake performance management duties and provide feedback as well as coaching to achieve business goals and personal development
• Manage the overall use of all Customer Service systems and process
• Manage the team rotas and implement multi tasking across the team
• Offer a full Customer Service experience to both e-commerce and store locations, via email, telephone and social media.
• Build effective relationships with internal departments and external third parties.
• Oversee Health and Safety within the department and team.

What skills and Expertise do you require?

• Previous Customer Service experience in Managerial/Supervisory capacity
• Ability to meet deadlines
• Confident and able to work under pressure
• Good communication skills with good attention to detail

Desirable

• Experience using Freshdesk
• Experience using Digital Genius

Please click apply to be considered for the Customer service Manager Role.