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We have an exciting opportunity available for a Customer Service Manager to join a successful outdoor sportswear brand for their growing customer service team based in Liverpool. This is a entrepreneurial business who have grown every year since their launch 5 years ago and 2024 is going to be another big year for them, with a real focus on international presence. You will be responsible for managing team members and maintaining general communications. Provide strong leadership, creating a proactive and successful operational team which strives to exceed expectations, delivers to defined benchmarks and ensures that standards and processes are followed to provide a best-in-class customer service Main roles and Responsibilities: Lead and manage a team of customer service representatives, providing coaching, training, and development opportunities to ensure excellent customer service delivery. Develop and implement customer service policies and standards. Address and resolve customer complaints or concerns, escalating issues when necessary. To develop the tools available to better manage customer interaction, including the adoption of live chat and CRM systems. Take ownership of creating and maintaining KPIs which manage and drive team efficiency. Collaborate with cross-functional teams to address customer pain points and improve overall customer experience. Requirements, skills and experience: Experience in a similar customer services management role. Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively. Strong problem-solving skills and the ability to handle customer complaints or difficult situations with empathy and professionalism. Enthusiastic understanding of omni-channel operations - cross departmental - online and offline. Able to develop a team through training and mentoring. Salary/Package: Full-time, Permanent. 100% in office. 25 days holidays, your birthday as a holiday plus 8 bank holidays. Generous staff discount. Discounted marketplace with money off/cash back from 100's of places. BBBH30839
Please note we are looking for a candidate that has worked in the PAYE Umbrella sector. As our clients Customer Services Manager, your role is responsible for the development and delivery of a Customer Service Strategy that puts the customer at the heart of their payroll solution business. Representing Customer Service across the business, to drive customer centricity, innovation and continuous improvement. The Role: Managing a customer service team Resolving new and existing customer issues quickly and efficiently Supporting new customers through the learning curve of being employed through an Umbrella company Nurturing existing customer relationships by providing an inspirational level of customer service To ensure compliance processes are followed at all times Taking inbound call queries and supporting the team managing an email inbox The Person: A positive can do attitude, being punctual and reliable Ability and commitment to deliver high levels of customer service Resilience and the ability to cope with difficult conversations Ability to communicate clearly to clients, contractors and colleagues Ability to work effectively in a team Ability to remain calm and professional in a pressurised customer service environment Manager your own time to deal with multiple tasks effectively