Our client, an exciting Online Retail company whom have grown exponentially in the 8 years since their establishment, are actively recruiting an articulate, personable Customer Service Team Manager/Manager to join their company permanently, working on a hybrid basis (2 days in the North London office / 3 days working from home). There is huge scope to progress in this role, so any driven/ambitious candidates are urged to apply!
Our client specialise in a range of homeware products, and sell to both direct B2C clients and to B2B Retailers (their products can be found in many high-street stores). Due to their constant growth (and focus on both quality/customer experience), they are seeking an articulate Customer Service Team Manager to join their team and handle inbound call/email traffic, in addition to overseeing a small team. In a nutshell, your responsibilities will include:
- Leading a small team of 5 FTE (Inbound Customer Service Executices)- Conducting regular performance reviews and coaching/developing individuals- Handling in excess of 30 daily inbound calls from both B2C and B2B clients (primarily B2C)- Acting as the first point of contact for any queries covering orders, returns and deliveries (especially any escalated queries passed on by members of the team)- Educating our customer base on product range/services- Ensuring an incredible experience is afforded to each and every customer- Resolving tickets using Zendesk
In order to be considered for this position, it is ESSENTIAL that you have the following:
- Experience of leading a team of CS Executives- Experience of coaching/developing/improving others- Experience of handling high volume inbound calls- Articulate, professional telephone manner- Fun, sociable personality (integral to fit the brand)- Genuine passion for delivering a great customer experience- Desire to work in a leadership/management position
Although not essential, any candidates with experience of using Zendesk are encouraged to apply.
In addition to a very competitive salary, our client are offering the opportunity to work on a hybrid basis, and fantastic working hours (Monday - Friday: 9.00am - 6.00pm). Our client are looking to move incredibly quickly on this position, so any interested candidates are urged to apply at their earliest convenience!
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