On site or Hybrid with a minimum of 1 day per week on site at Norwich office.
Reporting to Head of Customer Service
Applicants will require a minimum of 3 years relevent experience in a Customer Service Management or Team Leader position that involves email and call handling.
Who We Are
At Mirafit we are passionate about strength training and fitness. This is why we have made it our mission to promote the benefits of exercise and to offer a range of high-quality gym equipment to enable people to make gains and feel good at home and at the gym.
From people just starting their fitness journey, all the way up to professional athletes, we are committed to providing the best for our customers, in terms of service, quality and expertise.
We're looking for the very best people to join us. People who share our passion, our pioneering spirit and hunger for innovation in the fast paced, and demanding environment of Customer Service. Our ideal candidate will have a passion for delivering an excellent standard of Customer Service and will be confident in dealing with customers via phone and email.
Where
This is a hybrid role where you will spend a minimum of one day per week in our new office and show room in Norwich, and work remotely for the rest of your week.
What You'll Do
You will manage a small team of Customer Service agents, ensuring adherence to KPI's and maintaining our excellent service offering. You will have a hands-on approach and work alongside the team in answering escalated customer enquiries (email and phone). You will collate and track measures that will help us to improve as a business and monitor the team through regular 121s and reviews. The detail below is not a comprehensive list of duties, and these will evolve over time as the business grows and diversifies. Flexibility is required at all times.
- Oversee daily operations, ensuring that the Customer Service centre runs smoothly by managing efficiency and adherence
- Lead by example and demonstrate proactivity and creativity when dealing with Customer enquiries
- Coach and develop the team through regular meetings, feedback and audits for continuous improvement
- Flag recurring issues and follow through to completion
- Ensure training is scheduled and completed through appropriate learning channels
- Manage compliance to our company values and policies
Who You Are
You are an excellent leader who can motivate employees and drive performance in a dynamic and fast paced environment. You have a real passion for customer service, ensuring the needs of the customer are prioritised above all.
We are looking for the following critical skills:
- In depth understanding and experience of managing a team(s)
- Strong communicator with networking and diplomacy skills
- Confident telephone manner, skilled in negotiation and crisis resolution
- Able to prioritise effectively and work to challenging deadlines
- Track record of experience in coaching and continuously developing a team
- Working knowledge of Microsoft 365
Minimum 5 GCSEs/equivalent including English and Mathematics.
Please apply with CV and cover letter. Please include your availability to start including any notice period.