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