Customer Service Manager

Customer Service Manager

Competitive salary dependent upon experience
REF: 11876AA
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Job Description

Are you looking to work with a premium brand, VIP Online customers and to lead a Customer Service team?

This opportunity looks to recruit an exceptional and motivational Customer Service Manager to champion online customers, and to build and manage a best in class customer services team. The business has implemented ZENDESK helpdesk software, and part of this role will be to develop and improve in house customer service training and policy.  A background in premium fashion, apparel or textiles would be advantageous.

Customer Service Manager – Job Responsibilities:

  • Ensure team engagement with the brand through awareness of business initiatives and objectives and cultivate an appreciation and understanding of the product and the seasonal range.
  • Work with other functions of the business, particularly Marketing and Retail to keep the customer services team up to date with marketing, brand and product development to enable the team to clientele Online customers.
  • Proactively discover, advocate and implement initiatives to improve customer services processes and productivity.
  • Be the main point of contact for VIP Online customers and ensure they are managed effectively.
  • Work with the Customer Experience team to develop an effective VIP programme.
  • Manage, coach and develop the Customer Service team, embedding core brand/business values.
  • Day to day management of the Customer Service team, including recruitment, training and performance review.
  • Point of escalation to solve customer concerns that are not easily resolved in the first instance by the team. 
  • Troubleshoot complex customer queries efficiently and effectively.
  • Set performance levels and KPIs for team; measure and review to ensure customer expectations are always exceeded and satisfaction levels maintained.
  • Prepare & distribute Customer Services weekly reports, statistics, and customer feedback.
  • Work closely with the Ecommerce team to improve the customer experience by relaying customer feedback trends and insights.
  • Provide continuous training to ensure expert product and systems knowledge within the team.
  • Work with third-party warehouse to ensure prompt fulfilment and despatch of orders, and to review all returns are handled with in KPI times. 
  • Liaise with couriers regarding deliveries and returns as and when required to review our service levels to our customers.
  • Manage the rota to ensure appropriate staffing levels within budget.
  • Management and coordination of journalist requests and gifting along with any other specialist transactions.

Customer Service Manager  - Essential Experience and Skills

  • 3 years’ experience within a Customer Service/Customer Care management or supervisor role.
  • Highly computer literate in Microsoft Outlook, Word and Excel, and experience of Zendesk or Salesforce or similar cloud based call centre/help desk software.
  • Friendly, outgoing and enjoy working in a team and within a luxury apparel business.
  • Strong communication and problem-solving skills.
  • Experience in dealing with VIP Customers.
  • Confidence, patience, politeness, tact and diplomacy when dealing with difficult situations.
  • Motivational skills and an ability to supervise and mentor a strong team.
  • Creative thinking, to be able to come up with new ideas to improve customer experience

Please note: this role requires flexibility to support the team during all open hours. As such, you may be required to work some weekends and some evening shifts.

Please apply with your updated CV to quoting our reference: 11876AA.

If the email address is not displayed in this advert, then please contact People Marketing directly on 0115 922 3335 quoting the job reference number, and we shall supply you with the correct address.

We regret that due to the high amount of interest that we receive for each of our vacancies, if you do not hear from one of our consultants within 5 days then unfortunately you have not been shortlisted for this role.

Please continue to check our website for any other roles which may be of interest.


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